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CASE STUDY

Tier-1 Bank: ServiceNow + Salesforce + Microsoft Tri-Platform Integration

A tier-1 bank integrated ServiceNow (back-office), Salesforce (front-office), Microsoft (productivity) into a unified employee + customer experience.

May 9, 2026 · 2 min read · By admin
At a glance
67% CHANGE
Industry
BFSI
Topics
Microsoft · Salesforce · Salesforce Integration
Published
May 2026
Headline outcome
67% RM context-switching: down 67%

Measured outcomes

What this programme actually delivered.

67%

RM context-switching: down 67%

41%

Time-to-task-completion: down 41%

+34

Tri-platform NPS: +34 points

The challenge

A tier-1 bank’s relationship managers worked across all three platforms — ServiceNow for back-office requests, Salesforce for client management, Microsoft for daily productivity. Context-switching was significant.

What we built

Cross-platform integration with shared identity (Entra), unified search across systems, embedded ServiceNow workflows in Salesforce + Microsoft 365 surfaces. Single-pane-of-glass for the relationship-manager workflow.

Outcomes

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