CaixaBank unifies customer data with Salesforce Data 360 and Agentforce to cut support response time
CaixaBank· SpainAgentforce · Salesforce Data 360 · Prompt Builder
CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.
Overview
CaixaBank, Spain's leading bank with over 20 million customers, deployed Agentforce and Data 360 on the Salesforce Platform to unify customer profiles, product data and interaction history across channels for its more than 38,000 employees. On its remote support team of 300+ employees, Agentforce streamlines call preparation with on-demand insights so managers can connect customers with a manager within two minutes, and intelligent document processing that previously took three to four months to build on another platform took about half an hour to build with Salesforce's Prompt Builder.
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Inspect the highlighted sourceThe challenge
CaixaBank's high traffic and vast product catalog of more than 100 products create complexity for front-line teams; the bank needed a way to unify customer profiles, product data, and interaction history across Salesforce and external systems so every team could deliver fast, accurate support no matter the channel.
The solution
CaixaBank is implementing customer service assistants built on Agentforce as a "super assistant" for human agents, streamlining call prep with on-demand insights and instant answers during calls; Data 360 unifies customer interaction history, browsing behavior and transaction records across systems using zero-copy architecture; Agentforce Financial Services gives relationship managers a real-time customer view, and Agentforce Marketing and, in future, Agentforce Commerce extend the same unified data to marketing campaigns and bundled product sales.
Reported business value
Thanks to Data 360, CaixaBank's teams have become more efficient and more productive, and building intelligent document processing that took three or four months on another platform took only about half an hour with Salesforce's Prompt Builder; over 38,000 employees, 93% of CaixaBank's workforce, now use Salesforce to deliver service across call centers, retail banking, corporate and investment banking, and back-office operations.
Sources
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