Police and Nurses Group

We implemented a Salesforce Financial Services Cloud to home lenders, allowing them to manage home loan opportunities via CRM.

Project summary

The Police & Nurses Group (commonly referred to as P&N Group) is a prominent financial institution in Western Australia with a rich history and a strong commitment to serving its members.

Established in 1991, the P&N Group has since grown into a trusted provider of financial services, including banking, insurance, and wealth management, primarily catering to police officers, nurses, and other members of the broader community.

The Police & Nurses Group is a respected financial institution in Western Australia that has successfully blended a community-oriented ethos with modern banking practices. Its commitment to its diverse membership base, emphasis on member satisfaction, and dedication to community involvement have made it a trusted partner in the financial well-being of its members and the broader community. With a history of service and a vision for the future, the Police & Nurses Group continues to play a vital role in the financial landscape of Western Australia.

Business challenges

No Mobile App Access: Mobile Lenders required their laptops to access legacy CRM.
Inconsistent Email Communications & Logging: Mobile Lenders had several different/inconsistent versions of email templates used locally.

Solution

Following successful engagement with P&N Bank to assist planning Salesforce MVP rollout, Silver Linings consultants were embedded in the P&N Bank ‘CRM Squad’ as Salesforce experts to work with and deliver Salesforce MVP to users.
First rollout of a much larger Salesforce implementation, focused on delivering a Salesforce CRM to the bank’s Mobile Lending teams. Frontline staff were also included in the rollout, allowing them to submit new home loan enquiries (leads) directly into Salesforce.
Rollout consisted primarily of Sales Cloud (leads, opportunities, accounts).
Salesforce Financial Services Cloud: Baseline implementation of Salesforce FSC for Member Accounts.
Sales Cloud: Lead Management, Opportunity Management and Reports & Dashboards
Salesforce Mobile App: Enabled Mobile App for Mobile Lenders.
Web-to-Lead: P&N + BCU Websites integrate directly with Salesforce.

Results

Faster Enquiry Responses: Increased number of customers contacted within 24 hours of enquiry by 17%.
Mobile App Access: Mobile Lenders empowered with Salesforce Mobile App, allowing them to access CRM for managing home loans while mobile.

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