Mitsubishi UFJ Bank Implements Salesforce Financial Services Cloud as New CRM System
Salesforce Japan announces that Mitsubishi UFJ Bank has implemented Salesforce's Financial Services Cloud (FSC) as its new CRM system with approximately 26,000 users, including sales representatives across all branches. This new CRM system aims to centralize customer data and enhance both sales capabilities and customer experience.
Purpose and Background of the New CRM System
Mitsubishi UFJ Bank's new CRM system is positioned as a tool to provide better customer experiences by centralizing customer data. Moving away from the conventional on-premise system to cloud-based FSC enhances system flexibility and scalability, enabling rapid function updates.
System Features and Benefits
Centralization of Customer Data
Integrates information from inside and outside the bank to provide a comprehensive view of customers on a single screen. This allows sales representatives to gain a deeper understanding of customers and make more tailored proposals.
Expansion of Proposal Approaches and Reduction of Preparation Workload
Supports sales representatives in making diverse proposals tailored to customer needs and challenges, regardless of individual experience or preferences. AI-powered recommendation features automatically create and provide optimal proposal documents to sales representatives, improving the accuracy and speed of customer proposals.
Acceleration of Actions
Strengthens support for younger sales representatives when they interact with customers, enabling quick responses. This improves sales activity efficiency and performance, delivering value to customers more rapidly.
Future Outlook
Following the official release in April 2025, Mitsubishi UFJ Bank will continue to improve the system and add new functions. They aim to enhance the accuracy of AI-powered customized proposals and build a framework to deliver value to customers more quickly. Additionally, they will establish an agile structure, including their business model, to flexibly respond to environmental changes and technological advancements.
Yu Takei, Senior Research Officer of the System Planning Group, Corporate & Wealth Management Planning Department at Mitsubishi UFJ Bank, states: "The introduction of the new CRM system will enable us to deepen our understanding of customers and provide better experiences. We aim to improve the efficiency and results of our sales activities by utilizing Salesforce's FSC."
Hidenori Tamura, Executive Officer and Head of Enterprise, Public, Financial, and Regional SX Sales Division at Salesforce, states: "We are pleased to be able to support Mitsubishi UFJ Bank's efforts to improve operational and cost efficiency through system enhancements. Salesforce, which provides the autonomous AI agent 'Agentforce,' will continue to aim for more multifaceted support and contribute to business development in the medium to long term, in addition to the support we have provided so far."
