CRM major Salesforce assists HDFC in digital transformation

Salesforce, the leader in CRM, announced that HDFC, one of India’s leading mortgage lenders, will deploy Salesforce solutions to support the company’s growth priorities.
HDFC wanted to build the next generation of integration backbone, to easily connect backend and frontend systems including Salesforce. Mulesoft with its innovative API led integration approach and low code integration capabilities, will help HDFC innovate around connecting systems and help create new experiences.

Salesforce Service cloud helps HDFC’s customer-facing teams to achieve service excellence, making transactions more intuitive while empowering customers to self-serve. An automated platform, Customer Connect 2.0, provides complete visibility into customer interactions across channels; it enables teams to respond to customers effectively, increasing cases resolved since implementation. An omni-channel platform will power all self-servicing customer touch point systems such as web-based customer portal, mobile app, live chat, email and call center support.

Salesforce Sales Cloud has simplified the sales processes and helps employees operate efficiently at scale. Customer 360 & Loan 360 give executive teams an overview into the customer lending lifecycle; enabling increased engagement and personalized services. The insightful dashboards allow branch managers to make effective decisions.

“Cloud based solutions are central to powering exceptional experiences that are intuitive and customized and Salesforce has been a crucial partner in our journey of reimagining the customer lifecycle. Today 91 percent of our home loan customers are on-boarded digitally up from around just 20 percent pre-Covid,” Renu Sud Karnad, Managing Director, HDFC Ltd. said.

“The digital-first world presents an opportunity to transform their customer experiences, find and use insights from their data, and give employees the tools and training they need to build incredible careers,” Arundhati Bhattacharya, CEO & Chairperson, Salesforce India said.