For FinTech companies managing high-stakes mortgage and lending data, access to accurate, comprehensive customer insights is essential. Our client, a leading provider of cloud-based lending and mortgage servicing solutions, manages over $2 trillion in mortgages on their platform, helping banks and lenders streamline operations and improve borrower experiences. However, siloed data between Salesforce and ServiceNow left their teams without a single, unified customer profile, impacting visibility and service efficiency. Here’s how our solution brought clarity and integration to their customer data, setting the stage for enhanced service and operational cohesion.
Challenges
Operating with isolated platforms, the client struggled to create a cohesive view of customer data, which was scattered across Salesforce and ServiceNow. Key information in Accounts, Contacts, and Opportunities was split between systems, leading to data inconsistencies and making it challenging for sales, service, and customer success teams to access a unified customer profile. Although ServiceNow served as the main system for case management, knowledge centers, and implementation tracking, its lack of integration with Salesforce left critical data fragmented.
Solution
To address these challenges, we activated the Salesforce Spoke integration with ServiceNow, enabling seamless, bi-directional integration of Accounts and a one-way sync for Contacts, users, and Opportunities from ServiceNow into Salesforce. This approach provided Salesforce users with up-to-date information on customer interactions. We also aligned Salesforce user profiles to work within the Salesforce-ServiceNow integration flow, ensuring a streamlined and intuitive user experience across both platforms.
Outcome
With a unified system in place, the client now benefits from a complete Customer 360 view. Integrated data across Salesforce and ServiceNow has not only enriched data quality but also improved the ability to make informed decisions based on a holistic view of each customer. The synchronized systems have eliminated the need for teams to toggle between platforms, allowing for enhanced service efficiency, faster insights, and better support for customer success initiatives. This streamlined data access now supports the client’s goal of delivering consistent, high-quality service while keeping operational costs in check.
Need some help?
Ready to break down data silos and gain a unified view of your customers? With our expertise in Salesforce and ServiceNow integration, we can help your team work smarter, not harder, ensuring every interaction is seamless and every decision is data-driven.
Let's see how we can partner together!
