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Structuring Connected Experiences for Banks and Credit Unions

By JP Owens 10.01.20 Banking and digital transformation: building connected experiences

People. Processes. Technology.

This phrase is repeated everywhere, almost like a mantra. Often referred to as the golden triangle of business strategy, these three pillars make up the foundation of any implementation, launch, or digital undertaking. If the three aren’t in agreement, or can’t reach a balance, completing major projects can become a Herculean task.

Organizations tend to underestimate at least one of these key components when purchasing systems, optimizing their business procedures, or training their team. And much like a lever, the system won’t function without all three working together in harmony.

The simple machine of people, processes, and technology is only as good as the sum of its parts.

The simple machine of people, processes, and technology is only as good as the sum of its parts.

The financial services industry is no exception to this rule. Especially when it comes to banking and digital transformation.

Seeing the real value in your CRM takes more work than just buying it

With so many potential processes to choose from, many financial institutions see CRM as a one-size-fits-all answer to the question of digital transformation. In theory, it is. But there is a lot to consider before you stand-up, improve, or purchase a CRM system. 

With Salesforce, there’s even more to consider: 

  • Capabilities that extend beyond CRM
  • Out-of-the-box customization
  • An intuitive nature can fundamentally improve experiences

Investing in banking digital transformations

In order to adapt quickly and remain agile, an organization can’t just buy the latest technology and expect it to drive change. The people and processes matter, too. Only with all three can you receive a return on your technology investments.

It’s important to design experiences that drive adoption by solving current challenges in all three realms, and provide measurable value to your user base. Don’t use Salesforce as a band-aid and expect your problem areas to heal on their own. 

The best technologies won’t fix your outdated processes your people have to do that. Real transformation takes time and a top-down organizational mandate to transform won’t magically make it happen. You need to put in the work to truly understand the organizational landscape. 

A platform like Salesforce should never be put into use because it’s what everyone else is doing. It is a much more powerful tool when implemented with a strategy designed to alleviate specific pain points and developed to fit your organization like a glove. 

Banking digital transformations don’t have to be difficult. We’re here to outline the steps, strategies, and solutions that your financial organization can follow to create connected experiences for customers and team members alike.

Get your copy of our Connected Experiences Playbook for Banks and Credit Unions today.

 

 

This is part one in a series on Connected Experiences Banks and Credit Unions. Be sure to check out part two and part three.

ebook: Structuring connected experiences for banks and credit unions

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