Salesforce has the potential to be an extremely powerful workflow tool for internal employees, but those same employees rarely view it as one. Instead, Salesforce is often viewed by employees as a platform that causes confusion, bogs down productivity, and increases micromanagement. Those employees typically aren’t wrong, as most Salesforce instances we see are riddled with outdated features, years of technical debt, and confusing processes.
With new Salesforce features (Screen Flows, Omnistudio, Dynamic Forms) and nCino features (Deal Proposal, Deal Management), clients have new, powerful workflow tools at their disposal. These tools can seamlessly guide users through business processes all while reducing clicks, confusion, and frustration. However, most Financial Institutions aren’t using them to their full capacity.
Shift the Burden from Users onto the System
One of our clients, a top 5 SBA lender, tasked us with optimizing their Salesforce Lead process that was built almost 10 years ago. Their lenders didn’t want to create Leads because there were too many required fields, too many fields on the layout (over 100), and no way to create Leads on the go. To tackle the pain of creating Leads, we built a Screen flow to guide users through creating Leads, COIs, and related data. For the lenders that were always on the go, we configured the Salesforce mobile app and used Scan to Salesforce to allow users to take a picture of a business card and automatically create a Lead.
We received buy-in from users that didn’t want to use the system previously because we took burden away from those users (manual entry, clicking all over the place, remembering training) and placed it on the system (guided questions, conditional rendering, OCR, automation). While this sounds easy in nature, it requires a clear vision for your business process, strong technical architecture, and commitment from leadership. When successfully executed, however, it results in a more productive and engaged team.
Connect Systems to Take Efficiency to Next Level
Effectively using Salesforce workflow tools is a necessary step in becoming more efficient, but it’s not the end all be all. Once business processes are optimized and translated into Salesforce, Financial Institutions need to focus on connecting systems and data. Take Treasury Management for example: FIs typically manage Treasury products in a dozen systems, all of which don’t talk to each other. nCino’s Treasury Management solution is great for managing the TM workflow from Opportunity to Implementation to Maintenance, but if the TM systems can’t “talk” to nCino, institutions won’t see as significant of efficiency gains. Instead, employees spend time gathering and entering information in multiple systems.
While the Financial Services industry has made progress in developing API-driven architecture, over half of banks and credit unions still hadn’t invested in or developed APIs in 2021. The good news for the institutions that are behind on executing an API-driven strategy and architecture is it’s as easy as ever to catch up on technology.
Meet with Us
Curious about how you can use Salesforce, nCino, and integration platforms to drive efficiency in your organization? Schedule a meeting with us to learn more.