Drop in at a branch of OneUnited Bank and you will see staffers roaming branches armed with iPads loaded with real-time information about their walk-in customers — their recent calls to the call center, open loan referrals, and online, mobile, branch and ATM transactions. With all that information right at their fingertips, the bank's sales representatives are able to quickly identify each person's recent complaints or any potential financial needs that have not been met, and make relevant suggestions.
It's a new approach for OneUnited, a Boston-based bank that has offices in Boston, Miami and Los Angeles. Using new technology from industry heavyweight Salesforce, the $616 million-asset bank is counting on this expanded view of customers to help it drive sales, speed up decisions and respond more quickly and efficiently to customer problems.
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