Pan-African Banking Leader Enables Connected, Digital-First Banking with Salesforce

The Client

Based in South Africa, the bank is one of Africa’s largest financial services providers, serving millions of customers across South Africa, Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, Tanzania, Uganda and Zambia.

Challenge: Disconnected Data, Delayed Service, Declining Efficiency

With rising customer expectations, the bank wanted to overcome the limitations of legacy systems that slowed service delivery, hindered claims processing, and created inefficiencies in onboarding and case management. Fragmented data and manual processes slowed response times, frustrating customers and limiting innovation. Insurance and policy data were scattered across siloed systems, while manual processes made it difficult to respond quickly to customer needs or roll out new digital services. To remain competitive in a rapidly evolving market, the bank needed a scalable, cloud-first solution that could unify operations to deliver a seamless, 360° customer experience.

Solution: Digital Banking Experience with a Cloud-First Platform

The bank partnered with Xebia to implement a modern digital platform built on Salesforce Financial Services Cloud with Service Cloud, App Cloud, and Experience Cloud to unify services across banking and insurance. This transformation modernized the bank’s call center by integrating the Avaya POM Dialer for faster, more responsive support. Insurance management was streamlined through policy integration powered by Jitterbit, enabling complete end-to-end administration. Claims management was reimagined through full automation of the lifecycle, from the First Notice of Loss (FNOL) to settlement and subrogation, significantly reducing turnaround times. Case management evolved into a fully digital, seamless service supported by omni-channel routing, chatbots, and live agents. The bank simplified customer onboarding and streamlined credit card requests and dispatch using Experience Cloud, improving customer satisfaction and operational efficiency.

The Results: Smarter Operations, Happier Customers

The new platform reduced claims turnaround time, streamlined customer onboarding, and enabled real-time visibility across customer journeys. The bank now enjoys a single, 360° view of each customer across banking and insurance products, enabling personalized, data-driven engagement. Claims are processed faster than ever, thanks to automated workflows that ensure end-to-end efficiency. With simplified digital onboarding for new credit card customers, the bank has not only improved operational efficiency but also enhanced customer satisfaction significantly. Policy administration is integrated with real-time visibility, reducing errors and delays, while the call center has become significantly more responsive, delivering better experiences for customers across the region. The new platform not only provides the agility to adapt quickly to evolving market demands but also establishes a scalable model for launching new digital products and services.

Looking Ahead

With its digital foundation in place, the bank continues to collaborate with Xebia to extend these capabilities across Africa. Together, they are exploring AI-driven insights and next-gen automation to deliver even more personalized experiences - building a blueprint for modern financial services in emerging markets.

Ready to reimagine financial services with Salesforce? Talk to our experts today.