At a glance
- Industry
- Financial Services / Lending
- Platforms
- Salesforce Data 360 (Data Cloud), Salesforce Agentforce
- Service
- Implementation
- Results
- 24,000 leads/month to triage · 10 TB data unified in the roadmap
The challenge
Of 24,000 monthly leads, only 2,700 started an application and 400 finished. The sales team could work roughly 3,000 leads a month, not 10,000, and had no way to prioritize. Customer data sat unused across a risk engine, a servicing platform, and Salesforce.
What we did
- A dual-tier lead grade (fit) and lead score (progress) so reps work the highest-value candidates first
- A Data Cloud architecture and roadmap to unify 10 terabytes of data from the risk, servicing, and CRM systems
- Agentforce AI SDR agents to follow up, request missing information, and qualify leads before a human touch
- Financial-services best practices from a team that does the majority of its work in the industry
The results
The lender received a complete Data Cloud architecture and phased plan, a working lead-prioritization framework, and a scalable foundation to ground AI models in full customer context across finance, underwriting, collections, and sales.
We definitely see the potential, the benefit and… scalability is all we need and what we’re looking for here.
Client, Financial Services / Lending
Does this sound like your team?
- Thousands of leads arrive each month, yet reps choose whom to call by recency or gut feel rather than any ranking.
- Many applicants start an application and stall, and nobody follows up to request the missing documents.
- Underwriting, servicing and CRM each hold part of the borrower’s story, but none of it informs which lead gets worked first.
Where we would start
Begin by separating two questions: how well a lead fits your lending criteria, and how far they have progressed toward a finished application. Scoring both lets a small team work the strongest candidates first. Then map which systems hold borrower data and plan how Data Cloud would unify it, because AI agents chasing missing information need that context. Agents should qualify and follow up before a human steps in, not replace loan officers.