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Salesforce Operational Excellence for a Leading Loan Service Provider

by | Jul 15, 2021

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A leading loan service provider in the U.S.A. offers mortgage servicing and subservicing assistance to financial institutions. By taking responsibility for the daily administrative and back-office functions of managing a loan, the loan service provider’s customers save time and money and can focus on business growth and customer care.

Challenge

The loan service provider implemented Salesforce Service Cloud and sought a capable Managed Services partner who could provide support for break-fix issues and enhancements. The company had the overall goal of improving application stability, user satisfaction, and getting the most out of its Salesforce investment.

Solution

Speridian’s Salesforce Center of Excellence (COE) conducted an initial assessment of the Salesforce org for identifying opportunities for optimization through best practice recommendations, as well as the latest Salesforce features that weren’t being utilized.

The Speridian team devised a flexible, scalable, and economically viable services model to run and maintain their Salesforce application and realize the higher value of their Salesforce investment. Some of the services include:

  • Strategic planning
  • Salesforce optimization
  • Ongoing enhancements and support operations
  • Access to Speridian Salesforce COE technical experts and industry specialists
  • Classic to Lightning Migration

Results

Speridian Managed Services has provided tailored, flexible, predictable, and efficient services for their run and maintain operations, while better optimizing their Salesforce investment. This proven support model has resulted in reduced turn-around times for support tickets. The agile release model also has increased the velocity of innovation introduced to the business for support tickets, change requests, and application enhancements, all while maintaining 100% SLA adherence.
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