The US-based client is one of the world’s largest federal credit unions and a pioneer in financial services like loans and mortgages. They have a portfolio of award-winning credit cards and offer innovative solutions to their members worldwide. The client has over a million members and assets worth billions under its capability with its unique mission and vision. They partnered with HCLTech to move away from legacy applications to a modern, efficient system that complemented its services using Salesforce.
The Challenge
Empowering digital transformation for enhanced CX and ROI
Our client was seeking solutions to address the Achilles’ heel of digital transformation — the presence of legacy applications that were slowing down its transformation journey. These legacy applications prevented them from adapting to rising business needs, which included improving customer experience and ROI.
The Objective
A holistic approach to dynamic functionalities
Our client sought to:
- Develop dynamic business functionality with the out-of-the-box Salesforce platform to achieve faster ROI
- Bring an omnichannel solution hosted on cloud to support complex integration with downstream applications
- Enhance mobile-first user experience with intuitive, clean standard interfaces
- Develop the ability to monetize the final solution to other credit unions
The Solution
Transformative highlights in legacy migration
The transformation journey mainly focused on the migration from old legacy systems to new, modern applications that supported their objectives, further improving the strategic mindset of the company. Here are the key highlights of the transformation journey:
Financial services cloud
- Evaluated Salesforce as the cloud platform for customer engagement channel by delivering several proofs of technology on Salesforce products
- Transformation of the sales process from the legacy bespoke application to the Salesforce platform for all product lines, such as personal banking, loans, mortgages and insurance
- Migrated the customer services and employee functions from the legacy application into Salesforce Financial Service Cloud
- Implemented custom user experience and UX consulting by using the lightning component library and design systems
- Online channel enablement for member services using Salesforce Experience Cloud
Continuous integration/continuous delivery (CI/CD)
- Established agile DevOps for the company by implementing a CI/CD pipeline and automation testing process. This resulted in real-time deployment changes to the software with improved team collaboration and better software quality
- Extended the implemented solution to other credit unions by packing the solution into Salesforce AppExchange
The Impact
Driving success through transformation and business growth
With the support of HCLTech, our client moved away from legacy systems toward application modernization, further strengthening their strategic and growth agenda.
- Identified and modernized 339 business capabilities for scalability and reusability across digital banking
- Increased membership by 21%
- Grew the digital share of voice by 22%
- Lowered their cost of acquisition, resulting in an overall better ROI
- Streamlined release management helped deploy new products and features at a faster rate
- Reinforced a scalable architecture and structured sales process, increasing the customer lifetime value
- Built responsive customer service which delivered greater value and accelerated growth for the business
