As Empower’s business operations become increasingly complicated through acquisitions and mergers as multiple systems, blind spots and no single source of truth contributed to inefficient processes and risk of untapped growth potential, Empower leadership decided to embark on a journey to bring automation and efficiency across the organization to meet their mission objective of creating lifelong personal financial relationships that positively impacts their members. In 2022, Empower engaged Accellor to streamline and improve their customer dispute management process. With over five different client facing systems their Customer Support teams were reconciling, deduplicating, and manually entering all data into a centralized system of record to manage disputes.This approach had several challenges including:
Accellor conducted a detailed discovery process to understand Empower’s existing systems and workflows. We built the architecture, design and implemented Salesforce Financial Services Cloud to optimize the dispute management process and using Salesforce Experience Cloud to manage communication between customers, credit union employees, and partners.With this new system:
Benefits of this new dispute management system include:
Empower continues to grow and improve with the support of Accellor & Salesforce, including case management across the organization and enabling customer 360°.