Regional Bank
Lifting Salesforce adoption from 20% to 70% in ten weeks
After six months of implementation work, a regional bank's Salesforce Financial Services Cloud launched with less than 20% user adoption. The platform had been designed around an idealized workflow rather than how bankers, managers, and call center staff actually operated. CG Infinity researched real daily workflows for each user group, optimized the platform accordingly, and built dashboards that algorithmically prioritized prospects and compared branch performance. Adoption rose from under 20% to 70% in ten weeks.
AT A GLANCE
A regional bank with $8B+ in assets launched a Salesforce Financial Services Cloud implementation that reached less than 20% user adoption. CG Infinity recovered the investment by optimizing the platform around actual user workflows and building algorithmic prospect dashboards, lifting adoption to 70% in ten weeks.
TOOLS
Salesforce Financial Services Cloud | Salesforce Lightning
Service Line
Salesforce
The Challenge
Salesforce launch with less than 20% user adoption
The original implementation had been designed around an idealized workflow rather than how bankers, managers, and call center staff actually worked day-to-day. After six months of implementation work and significant investment, user adoption sat below 20% and the bank had no tools to prioritize new prospects or compare branch and department performance.
THE SOLUTION
User-first optimization then advanced prospect dashboards
CG Infinity researched the real daily workflows of each user group and analyzed the nature of the bank's incoming call center interactions. The platform was then optimized to reflect how users actually worked, including mobile access for all roles. In a second phase, CG Infinity built dashboards that algorithmically prioritized new prospects for loan officers and gave the leadership team a comparative view of department and branch performance.
THE RESULTS
Adoption tripled from 20% to 70% in ten weeks
User adoption rose from under 20% to 70% in ten weeks, recovering the value of a significant investment and enabling improvements in call center efficiency and new customer acquisition.
CONTACT US
Let's Talk Solutions.
A certified consultant in Dallas-Fort Worth or Houston will follow up within one business day.