TechMatrix Consulting, as a trusted Salesforce partner, played a pivotal role in this transformation—right from requirement gathering and solution design to implementation, integration, and user training. The solution enabled a 360° customer view, centralized feedback capture, automated workflows for lead and query management, and real-time analytics for better decision-making. As a result, Canara Bank achieved faster feedback resolution, improved agent productivity, and significantly enhanced customer satisfaction—marking a major leap in its digital transformation journey.
Transformed Feedback Management at Canara Bank
Transformed Feedback Management at Canara Bank
Canara Bank, serving over 18 crore customers through nearly 10,000 branches and 12,155 ATMs, aimed to modernize its customer engagement by transforming feedback management. Faced with fragmented customer data across systems like BD360, manual handling of leads and collections, and the lack of a unified view for managing complaints and queries, the bank implemented Salesforce Financial Services Cloud to streamline operations.
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