Česká spořitelna [2] (part of the Erste Group)
„Salesforce Financial Services Cloud has accelerated the bank’s digitalization and made it easier for bankers to work with client data."
Lukáš Pudil
PERSONALISATION TRIBE LEAD / DIRECTOR
How is Česká spořitelna managing the largest Salesforce Financial Services Cloud implementation in the CEE region?
As part of an extensive digital transformation, Česká spořitelna decided to unify its approach to client data management and accelerate internal processes using the Salesforce platform. The project, delivered in collaboration with Enehano’s team, represents the largest Salesforce implementation in Central and Eastern Europe.
In several phases, the bank is replacing its legacy Siebel system with the modern Salesforce Financial Services Cloud, emphasizing smooth adoption across teams. To support the rollout and ongoing development, a Salesforce Competence Center was established. The core team of more than 50 IT and business specialists ensures both the technical execution and the optimization of business processes and organizational structures.
After completing the first phase of the CRM rollout for the retail network within just a year and a half, Salesforce Financial Services Cloud has become an integral part of retail bankers’ daily operations and a key element of Česká spořitelna’s digital DNA – from efficient data management to marketing and customer care.
Migration of 4,000 bankers to the new CRM
25% reduction in meeting preparation time
Increase in conversions resulting from client meetings
"Thanks to Salesforce FSC, we can better connect information from different areas of the bank and provide bankers with relevant insights at the right time. As a result, we are improving the customer experience."
Lukáš Pudil
PERSONALISATION TRIBE LEAD / DIRECTOR
Key benefits of the implementation
A complete 360° view of the client in one place
Employees have instant access to all key client information without the need to switch between systems, increasing both the speed and quality of service.
Time savings through the automation of routine tasks
Simplified workflows and automated processes reduce administrative workload and free up time for client interactions. A typical example is the automation of meeting or call preparation, which brings up to a 25% time saving for bankers.
Higher conversion rates through personalized insights
Salesforce provides bankers with personalized customer insights in real time. This allows them to better target their offers and tailor communication to each client’s specific needs, resulting in higher conversion rates.
Unified interface
Retail bankers and contact center agents work within a shared, intuitive environment. This enhances collaboration, information sharing, and overall process continuity.
AI-powered knowledge base for greater efficiency
The introduction of a central AI-powered knowledge base saves bankers time when searching for information and ensures a unified approach to up-to-date knowledge and responses.
Flexible customization and easy scalability
The platform enables fast and efficient implementation of new functionalities in line with evolving market and customer needs.
About Česká spořitelna (part of the Erste Group)
Česká spořitelna is the largest bank in the Czech Republic, providing financial services to approximately 4.5 million clients. The bank’s strategy is to use digitalization and innovative technologies to improve the financial health of its clients. ČSAS is part of Erste Group, which operates in Central and Eastern Europe with its headquarters in Vienna.
Headquarters
Prague
Industry
Banking
Number of Employees
9 829
Annual revenue
49,9 billions CZK
Website
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