CASE STUDY
GE Capital Retires
manual workflows
with Salesforce
BACKGROUND
Headquartered in Victoria, GE Capital is a division of GE Australia. GE
Capital provides financial services around business lending and leasing,
HEADQUARTERS
Victoria, Australia
INDUSTRY
Financial Services
NUMBER OF USERS
4,000+
SERVICES RENDERED
Service Cloud, Force.com and
Chatter Implementation
fleet management and consumer finance to the Australian market.
CHALLENGES
Like many businesses, GE Capital is continuously looking for new
ways to improve its use of technology to simplify the experience
for both its customers and its employees. According to Hamish
Blank, Product Director, Loans & Channel for GE Capital, this
mission was particularly important to the organization’s Personal
Loan Originations department.
Blank shares that the department’s legacy loan application and
approval process was very manual, taking several days to finalize
approvals and payment, including requiring lengthy documents to
be printed and faxed internally.
“The average loan file could be 40 to 50 pieces of paper. That’s a
phenomenal amount of paper. Our processes weren’t easy, so that’s
what we were looking to change,” Blank says.
CASE STUDY
His team saw opportunities to simplify other manual processes
He adds that, overall, the implementation process went
as well. For example, the organization’s customer website was
very smoothly and the GE Capital and Cloud Sherpas
not integrated into a backend system, requiring data to be
teams were able to work closely in order to satisfy
re-keyed from application forms into decisioning systems.
the organization’s requirements.
With these goals in mind, Blank began to search for a new
RESULTS
solution that could automate these manual processes.
He emphasizes that the ultimate goal was to simplify the
experience for both customers and staff.
With the implementation complete, GE Capital now has
a custom Force.com application that uses Service Cloud
components to automate key processes and route all
applications through a single system. As a result, the
SOLUTION
organization has eliminated the need for unnecessary
The search for a new solution led the GE Capital team to
paperwork, improved reporting capabilities and increased
Salesforce, as it saw great value in the cloud solution’s
cross-sell opportunities, among other benefits.
platform automation and integration capabilities.
“Everything we’ve done with Salesforce has been absolutely
Upon making the decision to implement Salesforce, Blank and
on the simplification message. Our staff love it because it’s
his team knew they would need an experienced partner to
making their lives a lot easier and that’s flowing straight
guide the process. This recognition led them to Cloud Sherpas.
through to their interactions with customers,” Blank shares.
“This was the first time we’d ever tried to do a project of this size
Dijana Josipovic, Team Leader, One Direct at GE Capital,
in an agile manner, so we were looking for a partner who was
echoes this sentiment, adding: “Knowing that a customer
really going to work with us. In Cloud Sherpas, we got someone
doesn’t have to fax something through and we don’t have to
who could take our half-formed ideas and come back with
wait for printers, faxes or scanners is much more convenient
something that we would end up using,” Blank reports.
for us and for the customers.”
Throughout the implementation period, Cloud Sherpas
At the end of the day, not only has this improved GE Capital’s
worked closely with GE Capital to identify key business
current processes, but it has also provided the organization
requirements and determine the best way to satisfy those
with a scalable platform that makes future enhancements
needs with the Salesforce solution.
easy. Says Blank: “What we’ve built for the future is the ability
for a customer to simply log on, click a couple of buttons and
“One of the things that we needed to get right and do well
view their loan documentation. All the paper documentation,
was the interactions between our teams. One of the key
let’s just say it’s earned its retirement.”
pieces of advice that we got from Cloud Sherpas was how
to configure Chatter to be not only a platform for social
media-style communications but also how to use it to
facilitate the base of the workflow that we need,” Blank says.
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