Case Study: Force.com Implementation for Leading Financial Institution

Project Overview

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 period, 25 templates were developed, ranging from simple notifications to intricate policy schedules. Out of these, 22 templates are live in production, with additional ones under development as business requirements evolve.

Automation was achieved through Inspire Scaler for batch processing and Inspire Interactive for user-driven customization. This implementation streamlined operations, enhanced document accuracy, ensured compliance with regional regulations, and reduced turnaround time across multiple departments.

Engagement Snapshot

  • Industry: Banking & Financial Services (BFSI)

  • Region: APAC

  • Users: 1,900+

  • Duration: 18 Months

  • Rollout: Local Implementation

  • Methodology: Hybrid Agile

  • Tech Stack: Salesforce, Conga, SheetJS, REST APIs, Platform Events

Key Business Challenges

  • Disconnected systems and limited data visibility

  • Manual processes affecting data quality

  • Slow, paper-driven document collection

  • Limited customer self-service options

  • Inconsistent engagement and communication

Gagstek Solution

  • Developed an end-to-end Salesforce transformation roadmap

  • Built a centralized Experience Cloud portal for customers, employees, and brokers

  • Automated workflows and business rules to improve data accuracy

  • Implemented responsive Lightning Web Components (LWC) for a modern user experience

  • Integrated Conga and SheetJS for document automation and Excel operations

  • Enabled real-time communication through REST APIs and Platform Events

Technologies Implemented

  • Salesforce Sales Cloud

  • Salesforce Experience Cloud

  • Lightning Web Components (LWC)

  • Conga Composer

  • SheetJS

  • REST APIs & Platform Events

Business Impact

  • 18% reduction in end-to-end processing time

  • 20% reduction in document collection through self-service

  • 30% reduction in interface downtime

  • Improved customer satisfaction with targeted, compliant communication

  • A scalable digital platform ready for future expansion

Client Testimonial

“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.”

Conclusion

Gagstek delivered a robust Salesforce-based solution that enhanced efficiency, accuracy, and customer experience. The client now operates on a future-ready platform that supports scale, automation, and continuous improvement.