How a multi-billion dollar U.S. bank enhanced customer relationships with streamlined online scheduling

  • +50%
    new meetings
    per quarter
  • 15+
    hours saved
    per banker per week
  • 10X
    auto-captured calendar events
    in Salesforce

Lightning Scheduler was causing double-booked appointments in Salesforce and Outlook, creating bottlenecks in interaction with clients. Thanks to Revenue Grid, we solved all the conflicts in calendars we were experiencing.

Head of CRM, US Bank

Challenges

This U.S. bank deals with high-net-worth individuals and businesses on a daily basis, placing lifelong relationships with clients at the center of its business strategy.

Back in 2019, the bank invested a lot of time and effort into deploying Salesforce Lightning, aiming to optimize appointments and schedules across multiple business units and connect to customers in a personalized way.

When the bank decided to transition to online scheduling, Lightning Scheduler was unable to solve the growing scheduling problems. That’s when they found Revenue Grid.

  • Streamlining online scheduling

    Lightning Scheduler was causing conflicts in the bank’s calendars because it didn’t check real-time availability in both Salesforce and Outlook. This had been an inconvenience, but it became a nightmare once the pandemic hit.

    The double-booked appointments led to wasted time, operational ineffectiveness, and worst of all, frustrated customers.

  • Connecting multiple business units

    The bank’s complex internal structure made the problem especially difficult. They had multiple business units across the world, each with their own customized Salesforce instances. But the units’ joint support staff needed to be able to view the combined calendars of all personnel.

    The financial institution needed a solution that could unite calendars and scheduling in a single environment so that support staff could freely schedule meetings on anyone’s behalf.

  • Maintaining security standards

    In addition, the bank needed a solution that would meet the highest security standards. By default, most native synchronization solutions store administrator credentials in the cloud and allow Salesforce to view and/or manage data from all users.

    This was not an option for the bank. They needed to be sure that everything was as secure as possible.

’We wanted to streamline online scheduling across the whole bank. A better experience with scheduling ultimately meant better service for the customer.

’I was impressed by Revenue Grid’s ability to meet our bank’s data privacy & security standards.

Implementation

The implementation process went smoothly. Revenue Grid solved the problem of conflicting appointments with Lightning Scheduler Adapter, ensuring the most secure integration with Salesforce available to financial services.

  • Deployment flexibility

    The U.S. bank needed to host all data-related software on their premises to ensure that they met their security and privacy requirements. Even the possibility of customer data being leaked through data breaches was enough to deter them from looking at other synchronization solutions.

    Revenue Grid guaranteed the bank’s ability to maintain their customer’s privacy and security, meeting all deployment requirements.

  • Data confidentiality

    Each of the bank’s business units had high confidentiality requirements due to the sensitive nature of their information and projects.

    Revenue Grid enhanced the confidentiality of meeting attendees’ identities and other information by enforcing access based on the role hierarchies and account teams inside of Salesforce.

    Revenue Grid also ensured that meetings set as confidential or private in Outlook were only visible in Salesforce to people directly associated with that meeting or event.

    Revenue Grid’s Lightning Scheduler Adapter aligned calendars across the bank’s multiple business units and brought customer relationships to a new level.

Results

Revenue Grid helped the U.S. bank to streamline online scheduling and unite all of its business units’ calendars into a single Salesforce environment without any sacrifices in the bank’s data security.

After implementation, bankers were able to save an average of 15 hours of productive time per week in a 90-day period. The number of new meetings increased by 50%, bringing in more business for the bank. They also experienced 10x growth in the number of calendar events automatically captured and synchronized.

  • 10x

    auto-captured calendar events in Salesforce
  • + 50%

    new meetings
    per quarter
  • + 15 h

    hours saved per banker
    per week

Revenue Grid helped the bank strengthen their relationships with valuable high net-worth clients

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