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Industries
The customer relationship on every channel, the management core under control.
Customers who expect an immediate answer, in the branch, on the phone or on mobile. A regulator who expects accurate statements, on time. Personal data to protect. Banks, insurers, microfinance institutions and payment institutions live under this threefold demand. We answer it with Salesforce on the customer side and SAP on the management side.
The context
A market decided on service.
In Senegal and across UEMOA, the financial relationship increasingly runs through mobile. Mobile money and microfinance have widened access to services, and banks and insurers alike must now serve a broader, more mobile and more demanding clientele. Regional groups add the complexity of multi-country operations: a common currency, national tax regimes and national supervisors. Many institutions still make do with a core banking or insurance system that is solid but closed, customer data scattered between branches, call centres and applications, and regulatory reporting rebuilt by hand. Transformation means unifying customer knowledge, connecting the relationship to management, and producing the expected statements from the system.
The challenges
What is at stake between the customer and the regulator.
Single customer view
One file per customer, with their accounts, contracts, interactions and pending requests, shared between the branch, the call centre and the sales teams. This is the domain of Salesforce Financial Services Cloud.
Omnichannel service
Responding in the branch, by phone, on WhatsApp or from the mobile app, with the same history and the same level of quality, and following every complaint through to closure.
Acquisition & distribution
Managing the branch network, partners and the sales force on a shared pipeline: prospects, opportunities, products offered and conversion rates, from retail customers to corporates.
Finance & regulatory reporting
Accounting, procurement, fixed assets and overheads on SAP, and statements produced from the system for supervision: the BCEAO and the UMOA Banking Commission on the banking side, the insurance authorities on the insurers' side.
Microfinance & mobile money
High volumes of small transactions, agents and service points spread across the country, partnerships with the operators: flows to integrate cleanly into the customer relationship and into the accounts.
Security & personal data
Access control, traceability of consultations, encryption, data location and formalities with the CDP under Law No. 2008-12: compliance designed into the system, not added afterwards.
The processes involved
From first contact to regulatory reporting.
- Customer relationship & sales
Prospecting, onboarding, opportunity and product management, portfolio tracking by adviser and by branch: a single pipeline for retail banking, corporate banking and insurance.
- Service & complaints
Requests, complaints and incidents handled on every channel, with tracked turnaround times, traced escalations and a shared knowledge base.
- Underwriting & claims
For insurance: subscription journeys, policy management, claim declaration and follow-up, relationship with intermediaries and loss adjusters.
- Finance & accounting
General and analytical accounting in the sector's own framework, fixed assets, overheads, closing and consolidation of the group's entities.
- Procurement & overheads
Purchase requests, supplier contracts, receipts and invoices: commitments visible in finance from the moment they are created, with the controls a financial institution requires.
- Reporting & steering
Regulatory statements, sales and financial dashboards, tracking of service quality indicators, on a single, auditable data foundation.
Solutions
The solutions for the sector.
Salesforce to know and serve the customer, SAP to run management and reporting. MuleSoft and SAP BTP to connect both to the existing core banking or insurance system.
We do not work on the core banking or insurance system itself: we integrate it. The customer relationship and management connect to it through governed interfaces, without duplicating sensitive data.
AGILICIS expertise
The teams behind these transformations.
Customer experience
Sales, service, marketing and portals: the unified customer relationship, from the branch to mobile.
ExpertiseFinance
Accounting, closing, multi-country consolidation and executive reporting on SAP.
ServiceData & Analytics
Governed customer master data, regulatory and sales dashboards, the foundation for AI use cases.
ServiceIT security & risk
Penetration testing, risk management and CDP compliance for systems that handle customers' money.
ViewpointCRM: why banks and operators are rethinking the customer relationship
Our reading of the reasons driving financial institutions to unify the customer relationship.
ServiceSupport & application management
Operation and continuous improvement of Salesforce and SAP, with service commitments suited to the sector.
Your customer relationship
Let's talk about your customers and your statements.
A first conversation, at the appropriate level of confidentiality, to map your customer relationship, your application landscape and your reporting obligations.
Let's talk →