How Coastal Credit Union Mastered Complex Salesforce Loan Exceptions in 1 Hour with Co-Pilot In-App Guidance

Overview

Coastal Credit Union, a 50-branch financial institution, struggled with a rare Salesforce Financial Services Cloud task: processing loan exceptions for high-net-worth members. Typically requiring senior expertise, this task delayed approvals by days. With Co-Pilot In-App Guidance, a new loan officer completed it in 1 hour, boosting adoption and cutting errors by 80%.

The Challenge

A complex loan exception process for high-net-worth members created significant hurdles:

• Unfamiliar Workflow: The rare process lacked clear Salesforce templates, overwhelming new staff.

• Dependence on Seniors: Junior officers escalated to managers, delaying approvals by 2–3 days.

• Data Errors: Inconsistent entries in Salesforce risked member dissatisfaction and $50K+ in lost loan opportunities.

• Training Gaps: New hires needed extensive support to navigate Salesforce’s advanced features.

The Solution

Co-Pilot In-App Guidance, a SaaS platform, delivered real-time, context-specific support within Salesforce, empowering junior loan officer Alex to resolve the issue independently. Key features included:

• Context-Aware Prompts: Identified the loan exception workflow, flagging required fields (e.g., custom risk assessments).

• Step-by-Step Guidance: Guided Alex through data entry, exception approvals, and legacy system integration.

• Role-Based Instructions: Tailored prompts for loan officers, with manager dashboards for oversight.

• Automated Sync: Updated Salesforce and legacy systems, eliminating duplicate entries.

• Interactive Tutorials: Embedded checklists accelerated Alex’s mastery of complex tasks.

Results

With Co-Pilot, Coastal Credit Union achieved:

• 80% Faster Processing: Exceptions resolved in 1 hour vs. 2–3 days.

• 80% Fewer Errors: Consistent data entry reduced mistakes.

• Zero Escalations: Alex handled the task without senior help.

• $50K+ Saved: Avoided lost loan opportunities.

• 2x Faster Onboarding: New staff mastered Salesforce workflows quickly.

Graph: Loan exception processing time reduced from 2–3 days to 1 hour.

Customer Testimonial

“Co-Pilot is enabling our team to use Salesforce with more confidence and consistency, speeding up approvals!.”
— Jane , Branch Manager