A Major Financial Firm Eliminates Customer Service Redundancy with Pardot

A Major Financial Firm Eliminates Customer Service Redundancy with Pardot

Client Success Snapshot

Client Profile:

  • Overview: A financial services company that offers a variety of consumer financing products
  • Industry: Finance (Consumer Financing)
  • Team Size: 16,500
  • Annual Revenue: US$ 14.8 billion
  • Headquarters: CT, USA
  • Markets: Global

The Challenge

Our client, one of the foremost providers of private-label credit cards in North America, contacted Gerent with the intention of making its sales and marketing efforts more efficient. Gerent’s examination revealed that much of the company’s customer information was siloed and disorganized; customer care representatives had no way to determine which consumer service records were the most current. While the company had Salesforce products on site, the marketing applications in use were standalone and not Salesforce-integrated. 

Taken together, these flaws naturally led to redundant service engagements and an increase in customer dissatisfaction.

Gerent's Approach

To resolve these issues, Gerent implemented Pardot, a Salesforce product that automates marketing and sales efforts, empowering representatives to increase leads and deals. 

Our team then created a web-based service solution to establish dynamic content and user behavior tracking to enhance lead engagement. Gerent also enabled email targeting in the company’s business unit, giving the marketing team new and effective ways to draft and implement drip campaigns. Pardot’s detailed reporting and dashboards further provided senior management with at-a-glance updates on campaign progress. 

Key Outcomes

The net result was an increase in customer adoption and engagement, a result that spoke directly to the company’s goals. With its Gerent-designed, Salesforce-supported solution, the financial services provider facilitated organizational growth, erased a serious customer service problem, and equipped its sales and marketing teams with powerful outreach tools. 


Client Success Story

Our client stands as one of the largest providers of branded consumer financial services and products in North America. Its rosters encompass more than 80 million active customer accounts and over US$ 140 billion in financed sales; the company is a recognized leader in the retail credit space.

But even a leader needs help to remain at the top of its game. Our client was anxious to drive greater efficiencies in its sales and marketing efforts — and when Gerent was asked to consult on the company’s data acquisition and analysis processes, we identified several critical flaws that were holding the company back from realizing its potential.


Siloed Data and Dissatisfactory Customer Service

Gerent’s examination revealed that much of the company’s customer information was siloed and disorganized; the customer service department had no way to determine which records were the most current. This naturally led to redundant service engagements and an increase in customer dissatisfaction. Moreover, while the company had Salesforce products on site, the marketing applications in use were standalone and not Salesforce-integrated.

The Gerent Solution: Better Products, Salesforce Integration

To resolve these issues, Gerent took several steps. First, we implemented Pardot, a Salesforce product that automates marketing and sales efforts, empowering representatives to increase leads and close more deals. 

Gerent developers created a web-based service solution to integrate data with Pardot; this allowed them to establish dynamic content and user behavior tracking to enhance lead engagement. Email targeting was also enabled in the company’s business unit, giving Gerent’s client new and effective ways to draft and implement drip campaigns. Pardot’s detailed reporting and dashboards further provided senior management with at-a-glance updates on campaign progress.

The net result was an increase in customer adoption and engagement, a result that spoke directly to the company’s goals. With its Gerent-designed, Salesforce-supported solution, the financial services provider facilitated future organizational growth, erased a serious customer service problem, and equipped its sales and marketing teams with powerful outreach tools. 

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