Salesforce consulting in Buffalo, NY

No. Salesforce sits beside the core and holds the member relationship, service history and outreach, while the core stays the system of record for accounts and transactions. Data moves through APIs or middleware, and for Fiserv cores we've delivered that through MuleSoft. If you're already planning a core change, we've also handled Jack Henry core migrations and can sequence the CRM work around it. Most of the effort goes into matching member records across systems and setting permissions, so we size that first. Financial Services Cloud projects typically take 8-16 weeks.

Yes, provided the routing and knowledge design is right. We set up queues and skills-based routing, connect telephony such as Genesys, Service Cloud Voice, NICE CXone or Twilio, and give agents the customer's history on one screen. Knowledge articles get cleaned up early, because bad articles slow agents down and later make AI deflection unreliable. We usually pilot with one team, measure handle time and transfer rates against your current baseline, then roll out to the rest. Expect 10-16 weeks for a typical implementation, longer if several business lines share the org.

We design them before building anything else. Members' protected health information sits in restricted objects and fields, visible only to roles that need it, with field history and audit trails switched on. Marketing users get a separate view without clinical or claims detail. Single sign-on through Okta keeps access tied to your existing identity controls. We document the model so your compliance team can review it and sign off before go-live, and we test it with real role profiles rather than administrator accounts. Changes after launch go through the same review.