TYSONS, Va.–Pentagon Federal Credit Union said it is expanding its relationship with Salesforce and its CRM solutions to reach more members.
The $26-billion PenFed said it has been using the solutions to “transform” its member platform and improve remote financial services amid the current pandemic.
Using the Salesforce Financial Services Cloud, the San Francisco-based company said it has launched numerous financial management tools, including PenFed Member360, to “help deliver relevant financial solutions and connected experiences for its members.”
In addition, Salesforce reported PenFed is deploying two new technologies to better support its members virtually:
* Loan Deferment Portal: Within a two-week period, PenFed built and implemented an online portal that enables members who are experiencing financial hardships to manage skip-payments and request temporary financial relief, the company said. To date, nearly 17,000 loan deferments have been handled through this process for more than 11,00 members.
* Faster Member Service: To improve business processes, PenFed is leveraging bots to handle common internal service requests, such as password resets, saving interactions with their service desk staff for issues that are more complex and require human assistance.
“A year ago, 100% of PenFed’s service desk cases were handled by phone; today 37% of cases are handled by phone, 42% by chat and 21% by chatbots,” Salesforce said. “These efficiencies shorten wait times for members as agents receive faster support and turnaround for common requests.”
PenFed has more than two-million members.