For a growing financial services firm, customer service had become a bottleneck.
Manual Case Overload
Agents were drowning in manual case handling, often missing SLAs.
Fragmented Channel Experience
Customers had fragmented experiences across phone, email, and digital channels, fueling repeat queries and frustration.
No Real-Time Visibility
Leadership had no real-time visibility into bottlenecks, making improvement impossible.
The result? Slower service, rising costs, and declining satisfaction in a competitive market where experience is everything.
Instead of treating Salesforce as just another CRM, Hyniva reimagined the client's entire service model on Salesforce as a single source of truth and automation engine. By fusing customer data, omni-channel service, and intelligent workflows, we turned a fragmented support system into a real-time, proactive, customer-first experience.
Unified Customer View
Consolidated ERP, IVR, and portal data into Salesforce, giving agents instant 360° visibility.
Omni-Channel Automation
Cases automatically created from calls, emails, chat, and mobile apps — no query slipped through.
Smart Routing
Salesforce Omni-Channel assigned requests by priority, skill, and workload, ensuring the right case reached the right agent.
Lifecycle Orchestration
Automated workflows handled status updates, escalations, and resolution, freeing agents from repetitive tasks.
Proactive Service
Real-time monitoring flagged abandoned digital sessions, enabling immediate follow-ups before issues escalated.
Knowledge + Personalization
Salesforce Knowledge empowered both agents and customers with self-service; Marketing Cloud drove personalized updates.
Actionable Insights
Role-based dashboards gave agents, supervisors, and executives live metrics to track performance and take action.
The transformation was immediate and measurable:
Hyniva didn't just modernize technology — we transformed service delivery into a future-ready advantage. Powered by Salesforce, client now delivers faster resolutions, personalized care, and data-driven decisions that build lasting loyalty. This isn't just customer service reimagined — it's new standard for customer experience in financial services.
