List of Salesforce Financial Services Complaint Management Customers
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Since 2010, our global team of researchers has been studying Salesforce Financial Services Complaint Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Salesforce Financial Services Complaint Management for Complaint Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Salesforce Financial Services Complaint Management for Complaint Management include: Macquarie Bank Australia, a Australia based Banking and Financial Services organisation with 9600 employees and revenues of $8.34 billion, PwC Australia, a Australia based Professional Services organisation with 6750 employees and revenues of $1.65 billion, BayPort Credit Union, a United States based Banking and Financial Services organisation with 411 employees and revenues of $153.0 million and many others.
Contact us if you need a completed and verified list of companies using Salesforce Financial Services Complaint Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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BayPort Credit Union | Banking and Financial Services | 411 | $153M | United States | Salesforce | Salesforce Financial Services Complaint Management | Complaint Management | 2023 | Zennify |
In 2023, BayPort Credit Union engaged Zennify to build a Salesforce-based dispute and service platform focused on member experiences in the United States. The engagement delivered Salesforce Financial Services Complaint Management as the application to centralize complaint intake and case handling, and the work is categorized under Complaint Management. The scope targeted BayPort Credit Union operations and member services for a 411-employee financial services firm, aligning dispute workflows with member-facing channels.
Zennify configured core complaint management capabilities including multi-channel intake consolidation, unified case records, automated routing and case lifecycle workflows, SLA tracking and escalation rules, member communications templates, and reporting and dashboards for case monitoring. The implementation leveraged Salesforce platform case management features and the Financial Services data model to structure member and case entities, while configuring automation and role-based access to enforce case handling procedures.
The project was implemented on the Salesforce platform with Zennify as the systems integrator, and operational coverage emphasized member services, contact center operations, and compliance-oriented case governance. Implementation included establishment of case ownership, routing rules, audit trails, and workflow governance to support consistent complaint resolution processes across the organization.
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Macquarie Bank Australia | Banking and Financial Services | 9600 | $8.3B | Australia | Salesforce | Salesforce Financial Services Complaint Management | Complaint Management | 2020 | n/a |
In 2020 Macquarie Bank Australia implemented Salesforce Financial Services Complaint Management to manage customer complaints as part of its financial services customer journey in Australia. The Complaint Management deployment was aligned to RG165 requirements and combined Salesforce with analytics to improve the bank's customer view and service experience.
The implementation centralized complaint intake and case management workflows within Salesforce Financial Services Complaint Management, including configurable intake forms, automated routing and escalation rules, and consolidated case notes to support customer service and compliance functions. The deployment integrated Salesforce case records with analytics to produce an aggregated customer view, and the operational scope covered Australian retail and financial services customer touchpoints, with governance and workflow mappings specifically designed to satisfy RG165 recording, triage and reporting obligations.
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PwC Australia | Professional Services | 6750 | $1.7B | Australia | Salesforce | Salesforce Financial Services Complaint Management | Complaint Management | 2024 | n/a |
In 2024, PwC Australia implemented Salesforce Financial Services Complaint Management to help financial services firms in Australia drive clearer insights and improve complaint handling. Salesforce Financial Services Complaint Management is being used to support financial services complaints operations and compliance, aligning a Complaint Management application to operational teams. The engagement is positioned to centralize complaint intake, analysis, and regulatory reporting workflows for complaints specialists and compliance staff.
Implemented capabilities emphasize voice analytics and reporting support, with described functionality including voice analytics for recorded interactions and dashboards for complaints metrics. Common Complaint Management modules such as case management, workflow orchestration, and compliance reporting are consistent with the implementation narrative and appear configured to manage end to end complaint lifecycles. The narrative restates Salesforce Financial Services Complaint Management as the platform delivering these modules and analytics to complaints functions.
Deployment is focused on financial services firms in Australia and integrates analytics and reporting into complaints operations and compliance teams rather than enterprise wide systems. Governance and process changes are described in terms of improving complaint handling and clearer insights, indicating redefined reporting lines and operational dashboards for complaints specialists and compliance. Outcomes explicitly noted by PwC Australia include clearer insights and improved complaint handling driven by voice analytics and enhanced reporting.
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