A financial services organization partnered with Trinity Relationship Management to optimize Salesforce across servicing, underwriting, communications, payment-return management, integrations, and reporting. The engagement focused on making critical customer activity easier to track while automating operational signals and improving visibility for the teams responsible for servicing customer accounts.
Salesforce Automation & Communication Visibility for Financial Services
Maintaining a complete view of customer communications across automated and one-to-one email and SMS activity.
Identifying and surfacing returned-payment activity and related account conditions to servicing teams.
Providing underwriting and servicing teams with clearer operational reporting.
Managing notes and information that needed to relate to multiple customer and transaction records.
Improving reliability and usability across DocuSign, RingCentral, Twilio, and Salesforce.
Giving internal users better tools and training for day-to-day reporting.
CHALLENGES
SOLUTION
Centralized Communication Tracking: Configured Salesforce so automated and individual email and SMS activity could be associated with customer records and surfaced through the Activity Timeline, supported by daily delivery reporting and inbound-message notifications.
Returned-Payment Automation: Designed Salesforce automation to identify payment-return reasons, maintain return counts, flag relevant account conditions, and prominently surface customers with multiple returns.
Servicing & Underwriting Reporting: Developed targeted dashboards and reports to improve daily visibility into returns, freezes, notices, and other operational KPIs.
Enhanced Notes Management: Created a many-to-many Notes structure allowing the same note to remain visible at the Account level while also relating to Deals, Agreements, Policies, Claims, Contacts, and other records.
Communication Platform Integration: Configured RingCentral call logging, addressed DocuSign access requirements, and performed QA for inbound and outbound Twilio SMS functionality.
User Enablement: Provided Salesforce report training covering report structure, filtering, grouping, and exports.
RESULTS
Created greater visibility into customer email, SMS, call, and notification activity within Salesforce.
Established automated operational signals around payment returns and repeat-return activity.
Improved access to servicing and underwriting information through targeted dashboards and reports.
Created a more flexible Notes framework connecting customer information across related business records.
Strengthened Salesforce integrations with communication and document-management platforms.
Provided users with a more centralized environment for managing customer servicing activity.