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A National Lender Unifies 500 Branches Around a Single Customer Experience

Coastal helped a national consumer lender bring more than 500 branches and a growing virtual channel onto Salesforce Financial Services Cloud, embedding compliance into daily workflows, accelerating onboarding for high-turnover branch staff, and equipping frontline teams with a complete view of every customer.

Challenge

Nearly half a million Americans rely on this lender every year for access to credit that traditional banks don't offer. As the company expanded to support a growing virtual channel alongside its established branch network, the complexity of managing a large, distributed workforce in a heavily regulated industry began to surface some clear operational gaps.

Serving customers consistently across hundreds of branches, and now a virtual channel, required tighter alignment across people, processes, and systems:

  • Distributed Network: Hundreds of branches across multiple states, plus a new virtual channel, were operating without a consistent approach to managing leads, applications, and customer engagement.
  • Regulatory Exposure: In a heavily regulated industry, inconsistent day-to-day processes created real exposure. Compliance needed to be built into the work, not bolted on after the fact.
  • High Turnover: Without standardized tools and guided workflows, getting new branch staff productive quickly was a persistent challenge in an industry where turnover is constant.
  • Fragmented Customer Data: Critical customer and financial data was spread across multiple core systems, including a loan origination system and a data warehouse, leaving frontline teams without a complete picture of the customers they served.
  • Limited Insights: Without consolidated customer profiles, account history, and engagement data in one place, proactive outreach took significant effort and depended on what individual staff could pull together themselves.

The organization needed a partner who could handle a complex build and move quickly.

Solution

Coastal partnered with the organization to design and deliver a solution built on Salesforce Agentforce Financial Services Cloud (formerly Financial Services Cloud or FSC), working in close collaboration with MuleSoft Professional Services. The focus was on building something practical, aligned to how the business actually operates, while supporting compliance, accelerating onboarding, and enabling smarter customer outreach.

  • Unified Platform: Salesforce Financial Services Cloud now serves as a single system of engagement for both in-person and virtual branch employees, bringing origination and servicing workflows into one place.
  • Deep Integration: MuleSoft connects Salesforce to the loan origination system, data warehouse, and other core platforms through a mix of real-time and batch integrations, giving teams reliable access to up-to-date information.
  • Complete Customer View: A unified profile brings financial accounts, loan data, and engagement history into one record accessible to every branch employee across the network.
  • Embedded Compliance: Role-based access, audit tracking, and guided workflows are built directly into the platform so compliance becomes part of everyday work.
  • Proactive Outreach: Automated solicitation list generation and prioritization give branch teams clear, actionable visibility into high-priority customer engagement opportunities.
  • Smarter Collections: Queue management and tracking to monitor assignments, balances, collection percentages, and progress toward branch goals.

Clouds & Products

  • Financial Services Cloud
  • MuleSoft
  • Salesforce Mobile
  • Salesforce Shield

Results

The platform launched successfully across the full branch and virtual channel network, and the impact was immediate. Frontline employees had a consistent, reliable system for the first time, and leadership gained the confidence to build on that foundation.

  • Unified Frontline Experience: For the first time, branch and virtual channel employees across hundreds of locations work from the same system, the same customer record, and the same workflows.
  • Lower Compliance Risk: Role-based access, audit tracking, and guided workflows now run inside the daily workflow, replacing inconsistent practices across states and channels with a single, repeatable approach.
  • Faster Ramp for New Hires: Standardized workflows and embedded guidance get new branch employees productive faster, a meaningful advantage in an industry where turnover is constant.
  • Smarter Customer Outreach: Automated solicitation lists and prioritized outreach give branch teams a clear daily picture of who to reach and when, replacing manual list-building with focused, data-driven action.

When hundreds of branches are operating from the same system with the same information, compliance stops being a checklist and starts being a competitive advantage.

For this lender, bringing everything into one place didn't just solve operational problems, it created the foundation they needed to serve customers better at every level.