Creating a connected customer engagement system.

Community Broker Network

Aligning technology to execution.

CBN needed to improve the way customer engagements, compliance processes and operational workflows were managed across the organisation. Fragmented systems, manual processes and limited visibility were creating inefficiencies, increasing compliance risk and making it difficult to achieve a unified view of customer interactions.

The Challenge

Fragmented systems were limiting visibility, collaboration and performance.

Customer information, workflows and compliance data were spread across multiple platforms and shared mailboxes. Teams relied on manual processes and disconnected ways of working, resulting in:

• Limited visibility of customer interactions

• Inconsistent operational processes

• Increased compliance risk

• Reduced collaboration across teams

• Difficulty scaling customer engagement activities

While individual systems supported parts of the process, the organisation lacked a connected approach to managing customer engagement.

Our Approach

Connecting technology and execution.

Rather than simply implementing new technology, the focus was on creating a more connected customer engagement system.

Key initiatives included:

• Mapping customer engagement and operational workflows

• Identifying bottlenecks and improvement opportunities

• Designing a tailored Salesforce Service Management solution

• Automating key workflows and task management processes

• Supporting adoption through capability uplift and change management

• Creating greater visibility across customer interactions and compliance activities

The Outcome

A unified view of customer engagement.

CBN now operates on a single Salesforce platform supported by streamlined workflows, automated processes and centralised compliance data.

The organisation achieved:

• Greater visibility across customer engagements

• Improved collaboration between teams

• Reduced compliance risk

• More efficient operational workflows

• Up to 25% improvement in core operational productivity

• A stronger foundation for future growth and scalability

Most importantly, the organisation moved from fragmented customer engagement processes to a more connected and scalable operating model.