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Case Study · Salesforce Force.com · BFSI

Modernizing Credit Operations with
Force.com for a Leading Financial Institution

Client: Major Financial Institution Region: APAC Industry: Banking & Financial Services Duration: 18 Months Users: 1,900+ Delivered By: Gagstek
18%
Reduction in End-to-End
Processing Time
20%
Reduction in Document
Collection via Self-Service
30%
Reduction in
Interface Downtime
1,900+
Users on a Single
Scalable Platform

Project Overview

A Digital Transformation for Credit Operations

A major financial institution in the APAC region partnered with Gagstek to modernize its digital credit processing platform. The client sought to improve operational efficiency, strengthen customer engagement, and establish a centralized ecosystem for employees, brokers, and customers.

The solution automated the generation of all key insurance documents — including contract renewals, policy endorsements, and complex amendments — through scalable workflows supporting both batch automation and interactive editing.

Over an 8-month development period, 25 templates were created ranging from simple notifications to intricate policy schedules. Of these, 22 templates are now live in production, with additional ones under development as business requirements evolve.

Key Business Challenges

Five Friction Points Slowing Down the Institution

  • Disconnected systems and limited data visibility across departments and regions
  • Manual processes affecting data quality and introducing operational errors
  • Slow, paper-driven document collection creating bottlenecks across teams
  • Limited customer self-service options, increasing support load
  • Inconsistent engagement and communication with brokers and customers

Gagstek's Solution

An End-to-End Salesforce Transformation

Gagstek developed a comprehensive Salesforce transformation roadmap and delivered a fully integrated platform serving customers, employees, and brokers from a single centralized system.

Transformation Roadmap
Developed an end-to-end Salesforce transformation roadmap aligned with the client's operational goals and regulatory requirements.
Experience Cloud Portal
Built a centralized Experience Cloud portal providing tailored access for customers, employees, and brokers — all from one platform.
Automated Workflows
Automated workflows and business rules to improve data accuracy, reduce manual effort, and enforce consistent processes across the organization.
Lightning Web Components
Implemented responsive LWC for a modern, high-performance user experience across desktop and mobile interfaces.
Document Automation
Integrated Conga and SheetJS for automated generation of policy documents, renewals, endorsements, and complex amendments at scale.
Real-Time Communication
Enabled real-time communication and event-driven processes through REST APIs and Platform Events across all system touchpoints.

Business Impact

Measurable Results Across Every Dimension

18%
Faster
18% reduction in end-to-end processing time — automated workflows replaced manual hand-offs, dramatically cutting cycle times across credit operations.
20%
Less
20% reduction in document collection through self-service — customers and brokers could submit and manage documents directly through the portal.
30%
↓ Down
30% reduction in interface downtime — the modernized platform delivered significantly higher reliability compared to the legacy system.
Better
CX
Improved customer satisfaction with targeted, compliant communication — consistent messaging across all touchpoints replaced ad-hoc, error-prone outreach.
Future
Ready
A scalable digital platform ready for future expansion — the modular architecture supports new products, regions, and integrations without rearchitecting the core.
The client now operates on a future-ready Salesforce platform that supports scale, automation, and continuous improvement — serving over 1,900 users across APAC.

Client Testimonial

What the Client Said

"Gagstek helped us streamline our credit operations and deliver a significantly better customer experience. The transformation has brought clarity, automation, and speed to our processes."

F
Senior Operations Leadership
Leading Financial Institution · APAC Region