A Single Customer View for P&N Bank and BCU

P&N Bank needed to replace its legacy CRM with a platform that gave staff a unified view of each customer, and to sharpen lead management from first enquiry to loan application, across two brands and a mobile lending team.

As a regulated lender, security, data protection and audit readiness had to be built in from the start.

Silver Lining started with a six-week discovery and implementation planning study, run in three two-week sprints. It mapped the customer journey from first enquiry to loan application, the handoffs between marketing and sales, and the bank's security requirements, then defined the MVP, a ranked backlog and a solution design.

Silver Lining then became P&N's principal Salesforce partner, with an all-Perth team embedded in the implementation squad for 12 months in lead and senior functional and technical roles. Key deliverables:

• A single customer view across P&N Bank and BCU, replacing the legacy CRM
• Case management for customer disputes
• Appointment scheduling for the mobile lending team
• Lead and case capture connected to the bank's existing channels
• Security, access and data protection designed for a regulated lender

• Customers contacted within 24 hours of enquiry up 17%
• Leads created directly in Salesforce, improving lead management and conversion
• Faster resolution of customer issues through integrated case generation
• Better appointment scheduling and resource allocation for mobile lenders
• A scalable platform ready for new features as the bank grows