PROBLEM
Ghana International Bank (GHIB), established in London in 1959, is a specialist financial institution supporting international trade and facilitating the flow of funds to and from Ghana. The bank operates across treasury and global markets, trade finance, corporate and institutional banking, retail and small business banking, correspondent banking, and payment solutions.
As customer expectations and regulatory demands increased, GHIB recognised that its existing CRM landscape—made up of multiple fragmented and manual systems—was limiting efficiency, control, and insight.
Key challenges included:
- Fragmented and inefficient systems
Customer data was captured and maintained across multiple platforms, making it difficult to gain a complete view of customers and increasing the risk of inconsistencies. - Limited automation and manual processes
Critical activities such as onboarding, compliance checks, and approvals relied heavily on manual steps, slowing operations and increasing administrative effort. - Inefficient onboarding and compliance workflows
Customer verification and regulatory approvals were time‑consuming and lacked clear guidance or automation. - Poor reporting and analytics capabilities
Pulling together data from multiple sources made reporting slow and limited the bank’s ability to generate meaningful insights. - Training and scalability challenges
New starters had to learn several systems, increasing onboarding time and operational complexity.
GHIB required a secure, modern CRM solution that could centralise data, streamline onboarding and compliance processes, and act as a single source of truth for sales and service teams.
SOLUTION
Cooper Parry Digital implemented a bespoke Salesforce solution using Salesforce Sales Cloud, Service Cloud, and secure API integrations to modernise GHIB’s operations and improve control, efficiency, and data security.
The solution included:
- A single CRM platform for sales and service
Salesforce unified customer onboarding, sales, and customer service into one central system, providing a complete and up‑to‑date customer view. - Improved data capture and customer verification
Guided prompts and validation checks ensure that the right documents are captured, verified, and kept up to date throughout the onboarding process. - Streamlined approvals and compliance controls
Automated approval workflows replace email‑driven processes, with clear notifications and status indicators guiding users through required actions. - Advanced automation and integrations
Salesforce automations optimise data capture and compliance activities, including API integration with Companies House to automatically update company details and filing history. - Bespoke features and user experience enhancements
Custom tools allow users to request documents, schedule calls, and track onboarding status at the click of a button. Status flags and dashboards provide instant visibility across records. - Enhanced reporting and analytics
Salesforce reporting and dashboards enable teams to generate insight that was previously unavailable, supported by data validation to ensure accuracy. - Training and adoption enablement
Bespoke, on‑demand training videos and learning resources ensure fast user adoption and simplify onboarding for new team members.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital transformed how GHIB manages customer relationships, compliance, and internal operations.
Key outcomes included:
- A single, trusted source of customer data
All customer interactions, onboarding data, and service activity are now captured in one secure platform. - Improved operational efficiency
Automation reduced manual effort across onboarding, approvals, and compliance workflows. - Stronger data security and governance
Approval controls, authorisation rules, and auditability ensure sensitive data is protected and changes are fully tracked. - Faster, more accurate reporting
Teams can easily create dashboards and reports to support decision‑making and regulatory oversight. - Enhanced customer service and visibility
Centralised communications provide greater insight into customer interactions and service performance. - Improved scalability and training efficiency
New starters now learn a single CRM system, reducing training time and improving consistency. - Higher productivity across teams
Features such as Einstein Activity Capture and mobile access increased responsiveness and productivity across sales and service functions.
