How a Federal Reserve member bank transformed client support
Learn how a leading Federal Reserve member bank partnered with Zennify to eliminate manual case management and build a scalable, omnichannel support system—empowering faster response times, after-hours support, and deeper customer insights.
About the bank
This Federal Reserve member bank provides specialized banking services to high-growth, technology-driven financial institutions. Known for its commitment to innovation, the bank supports clients operating in complex, fast-paced sectors by offering secure, scalable infrastructure and responsive service. With a strong regulatory foundation, the bank emphasizes operational efficiency, risk management, and 24/7 support to meet the demands of a modern financial ecosystem.
Laying the foundation for smart, scalable Service
Before working with Zennify, the bank managed client support exclusively through email. This created siloed communication, delayed response times, and prevented visibility into customer data. Client information was fragmented, and support issues could easily fall through the cracks—especially after hours.
To modernize operations and reduce risk, the bank needed a centralized system for managing support requests, improving response times, and enabling 24/7 issue resolution.
The Zennify Solution
Cloud implemented
Service Cloud
Functionality added
Case Management, Critical Incident Response Framework
Key capabilities delivered
Automated case workflows, omnichannel support, after-hours response, escalation routing, full customer visibility
Third-party applications
FormAssembly
Strategy
Zennify implemented Salesforce Service Cloud to operationalize the bank’s customer journey, starting with case management. The new solution introduced automated case routing and logging, enabling teams to resolve issues faster while building complete customer histories.
To address after-hours coverage, Zennify built a critical incident response framework using Salesforce case management. On-call scheduling and automated escalation rules ensure urgent issues are routed to the right people—fast. This gives clients confidence that their needs will be addressed promptly, at any time of day.
Results that speak for themselves
Automated case workflows and incident routing have eliminated silos, improved team productivity, and created a more seamless support experience for clients and account managers alike.
Clients now have confidence that issues—especially those related to fraud or urgent support—will be addressed swiftly, no matter the hour.
With all support data centralized in Salesforce, the bank can now report on incident trends, response times, and service performance, fueling smarter decisions and continuous improvement.
