TYSONS, Va.–PenFed Credit Union said it has launched an omnichannel digital banking platform powered by Salesforce Financial Services Cloud and Community Cloud to enable a new, best-in-class member experience.
Along with its current use of Salesforce Service Cloud and the Salesforce Lightning Platform, PenFed is further improving its connected digital banking experience for modern consumers.
PenFed, which has more than 1.7 million members worldwide, said it chose Financial Services Cloud to serve as the backbone of an entirely new digital banking platform. With Financial Services Cloud, PenFed said is creating a more seamless and personalized digital experience that continues to put members first and gives them the ability to interact with the credit union virtually, on their own time.
PenFed said, for example, its members will be able to open new accounts or apply for a new loan with just a few clicks and get a decision in minutes —from any location at any time. The new service provides an even more convenient experience for PenFed’s core of highly mobile military community members.
“We have always had our sights on becoming a completely digital and connected credit union, and Salesforce’s reliable, scalable platform allows us to continue accelerating and innovating our best-in-class financial services experience for members,” said Bozena Kalita, senior vice president and chief digital officer at PenFed Credit Union.
PenFed said it will use Community Cloud to deploy an integrated digital experience that further improves customer service by providing them with more flexibility and personalization. Einstein Bots for Service will enable PenFed to leverage machine learning and natural language processing capabilities to automate routine service requests and speed up resolution time.
“We are leading the way for the credit union industry by ensuring low-touch, easy-to-use connected digital experiences for every member,” said Joseph Thomas, CIO at PenFed. “We’ve seen what Salesforce can do already and it’s making banking more convenient for our members who rely on digital and mobile platforms for 85 percent of their interactions with PenFed.”