PROBLEM
Sonali Bank (UK) Ltd is a UK‑based subsidiary of a Bangladeshi state‑owned bank, providing remittance services that enable customers in the UK to transfer money securely to friends and family in Bangladesh. Traditionally, these services were delivered through a combination of branch visits and telephone‑based processes.
Prior to its digital transformation, Sonali Bank relied on an on‑premise platform supported by multiple disconnected systems. Core remittance processes were highly manual, requiring customer service agents to take payment requests by phone or in branch, re‑key data into internal systems, and produce daily Excel files that were sent to Bangladesh for further processing.
This approach introduced inefficiencies, delays, and operational risk at a time when customer expectations were shifting towards faster, self‑service digital experiences.
Key challenges included:
- Siloed systems and manual processes
Remittance, customer onboarding, compliance, and reporting were managed across multiple independent platforms, resulting in duplicate data entry and a high risk of human error. - Inefficient customer onboarding and payments
Customers were required to visit branches or call in to initiate transfers, creating unnecessary friction and increasing demand on customer service teams. - Slow payment processing times
Daily Excel‑based transfer files meant payments could take at least one working day to reach recipients in Bangladesh. - Disjointed AML and KYC checks
Anti‑money laundering and know‑your‑customer checks were performed in external systems, then manually updated internally, significantly slowing due diligence. - Limited visibility and management insight
Management lacked real‑time access to transaction data, revenue metrics, and operational performance.
Sonali Bank needed a secure, cloud‑based platform that could unify customer journeys, automate remittance processing, and significantly reduce transaction times while meeting strict regulatory requirements.
SOLUTION
Cooper Parry Digital implemented a connected Salesforce ecosystem, centred around Salesforce Financial Services Cloud, to digitise and modernise Sonali Bank’s end‑to‑end remittance operations.
The solution combined Financial Services Cloud, Salesforce Community Cloud, and Mobile Publisher to deliver both internal operational efficiency and a seamless, self‑service customer experience.
Key elements of the solution included:
- Salesforce Financial Services Cloud implementation
Financial Services Cloud became the central platform for managing customers, payments, compliance, and reporting in a single system. - Customer self‑service community and mobile apps
A secure Salesforce Community Portal and native iOS and Android mobile applications enabled customers to:- Onboard digitally
- Add friends and family as beneficiaries
- Make real‑time payments in multiple currencies
- View full transaction history
- Communicate with customer service teams via live chat
- API‑driven integrations
Salesforce was integrated with four external systems via APIs, enabling real‑time payment processing and due‑diligence checks with minimal manual intervention. - Automated AML and KYC workflows
Compliance processes were streamlined through real‑time integration with AML and KYC systems. Visual RAG (red, amber, green) indicators within Salesforce provide instant due‑diligence status visibility, while automated alerts flag expired or expiring documentation. - Real‑time payment console
A custom payment console enables staff to process and monitor transactions instantly, reducing processing time from more than one working day to real‑time. - Advanced reporting and dashboards
Management dashboards deliver instant insight into transaction volumes, commission, spread, and performance across daily, weekly, monthly, and annual views. - Rapid delivery and adoption support
The full solution was designed, built, and deployed within two months for 46 users, supported by a structured train‑the‑trainer programme to ensure strong user adoption.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital fundamentally transformed Sonali Bank’s remittance operations and customer experience.
Key outcomes included:
- Real‑time remittance processing
Payment processing times were reduced from over one working day to milliseconds, significantly improving customer satisfaction. - Faster customer journeys
The average time from customer sign‑up to first payment dropped to approximately 150 seconds. - 100% cloud‑based operations
Sonali Bank successfully transitioned from on‑premise systems to a fully cloud‑hosted platform. - Three‑fold increase in customer sign‑ups
The introduction of digital self‑service channels drove rapid customer adoption. - Reduced demand on customer service teams
Self‑service onboarding, payments, and support functionality reduced inbound calls and branch visits. - Improved compliance and risk management
Centralised AML and KYC processes with real‑time visibility reduced manual effort and regulatory risk. - Actionable management insight
Real‑time reporting enables leadership to monitor performance and make informed decisions with confidence.
Sonali Bank now operates with a modern, scalable, and secure digital platform that delivers faster payments, better customer experiences, and robust operational control — positioning the organisation for future growth in an increasingly digital financial services landscape.
