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Salesforce To Help HDFC Reimagine Customer Lending Lifecycle

The partnership with Salesforce is part of HDFC’s digitisation journey

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HDFC will leverage Salesforce’s expertise to reimagine customer lending lifecycle. Salesforce technology Mulesoft will also help HDFC Ltd. innovate quickly around connecting systems and help create new experiences.

The partnership with Salesforce is part of HDFC’s digitisation journey. Mulesoft with its innovative API led integration approach and low code integration capabilities will help accomplish this.

Customer-facing teams are empowered with Service cloud 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.

“Customers today are looking for instant response and we need to realize that there is no one size fits all. As an organization we are keen on building solutions to suit the diverse requirements of our customers across segments. 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 per cent of our home loan customers are on-boarded digitally up from around just 20 per cent pre-Covid”, said Renu Sud Karnad, Managing Director, HDFC Ltd.

Salesforce Sales Cloud has simplified the sales processes and helps employees operate efficiently at scale. Customer 360 & Loan 360 gives 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.

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