Bendigo taps Salesforce to back broker experience transformation

Bendigo and Adelaide Bank

Bendigo and Adelaide Bank has selected Salesforce’s customer relationship management (CRM) platform to underpin the digital transformation of operations and customer service within its business, agribusiness, and third-party banking arms.

Bendigo’s adoption of the Salesforce Financial Services Cloud, a dedicated CRM system for FSIs, is set to be part of a wider transformation program that will culminate with the launch of a brand-new mortgage origination system, as well as Bendigo’s offering being provided through its broker channel.

Scheduled to go live next month, the adoption of the new platform, Bendigo said, will support its overacrching goal to reduce complexity, improve operational efficiencies, and provide third-party partners and staff with a more personalised experience to manage customer relationships.

Further, the bank’s wider transformation program, of which the new Salesforce CRM is part, promises to consolidate its technology stacks, further harness intelligent automation, and deliver a more personalised digital self-service experience for customers.

Adam Rowse, Bendigo’s chief customer officer for business and agribusiness, said the adoption of Salesforce CRM will support the bank’s “mission to continuously innovate and differentiate our offering in market”.

“This transformation is a crucial enabler for our business, empowering our bankers to devote more time to delivering better outcomes for, and building deeper relationships with our customers.”

Darren Kasehagen, Bendigo’s general manager of third-party banking, welcomed the introduction next month of the “market-leading customer and partner relationship management capability”.

“The technology will provide our partners and our staff with more efficient and personalised experiences and ultimately allow us to help more customers more effectively.”