POP Bank: Digitising customer services for an enhanced experience

POP Pankki provides banking services to both individual and business customers in Finland. With a strong focus on customer satisfaction, POP Pankki has consistently been at the top of the EPSI Rating customer survey, earning first place over ten times among private customers.

Under the ongoing renewal project, POP Pankki will renew the entire banking system landscape for employees and customers. The renewal project includes modernising the systems and tools bank employees use and mobile and online banking applications for customers.

The crucial role of the Salesforce CRM system in this initiative is to provide employees with comprehensive customer management tools. Previously, these functionalities were scattered across different systems, making it challenging to streamline customer interactions. The need for a unified platform for all these functionalities became apparent, leading to the incorporation of the CRM system.

Effective collaboration

Fluido emerged as the preferred partner for this Salesforce implementation, standing out in the competitive bidding process. Fluido demonstrated their professionalism by aligning their proposed Financial Services Cloud functionalities with POP Pankki’s long-term development goals.

During the implementation phase, POP Pankki and Fluido emphasised the significance of close-knit teamwork. Clear communication was vital in ensuring that business requirements were effectively communicated to the development team.

Open conversations and active engagement helped to address any questions or concerns promptly. While development processes might encounter challenges, maintaining trust and transparency between the parties is crucial for success.

Ensuring security and privacy

The financial industry places a significant emphasis on data security and privacy. POP Pankki recognised the importance of addressing these concerns while implementing the CRM system.

Fluido impressed POP Pankki by considering its security and privacy requirements during implementation. The collaboration between the two parties resulted in a tailored solution that meets the stringent security standards of the banking sector.

“Fluido listens to our data security and protection concerns and takes our needs seriously. These matters are vital to us operating in the banking sector,” says Kia Saarinen, POP Pankki’s Digital Development Manager.

A unified platform for a seamless experience

The collaboration between POP Pankki and Fluido in implementing the CRM system as part of the renewal project highlights the importance of digitising customer services for an enhanced experience. By consolidating customer-related functionalities into a unified platform, POP Pankki aims to provide a seamless experience for both employees and customers.

A key improvement achieved through this collaboration is the introduction of a customer portfolio and activity dashboards at both the bank advisor and manager levels. The metrics and reporting capabilities allow bank advisors and managers to track and analyse their customers’ portfolio development from various perspectives. This enhancement aids bank advisors and their managers to take charge of their performance.

Kia Saarinen praises Fluido for their extensive pool of experts, who are readily available to tackle any customer requirements. Regardless of the customer’s needs, Fluido has demonstrated its ability to provide the right experts and offer flexible solutions. This expertise ensures that all of POP Pankki’s specific requirements are met, further strengthening the partnership between the two organisations.

“I can warmly recommend Fluido. Their particular advantage is how many experts with various skills are working there. So, no matter the client’s need, Fluido can provide the right expert for it flexibly,” Kia highlights.

Fluido’s professionalism, expertise, and commitment to meeting POP Pankki’s requirements have solidified its position as a trusted partner in this digital transformation journey. As POP Pankki prioritises customer satisfaction, the successful collaboration with Fluido sets a strong foundation for future endeavours.

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