Leading Bank Experiences Faster Case Resolution With 40+ Integrated Customer Workflows

A leading bank in the Philippines was juggling multiple legacy applications alongside its core banking system (Tsys), creating friction in everyday service tasks across loans, cards, and transactions. Manual handoffs and disconnected tools slowed turnaround time, introduced errors, and made it hard for teams to see the full picture of a customer’s request.

To improve speed and consistency, the bank needed to connect its core systems, primarily Tsys and the BPM platform Appian, so information could move automatically and reliably. The fragmented landscape also limited real-time visibility for service agents, especially as volumes grew and processes evolved. Without automation, repetitive steps and human touchpoints inflated effort and impacted customer satisfaction.
Ascendion implemented Salesforce Service Cloud to automate end-to-end customer service management and orchestrate work across teams. We integrated Tsys and Appian directly with Service Cloud so data could flow securely and instantly, removing manual transfers that caused delays and inconsistencies. 

Following the client’s acquisition of another bank, we unified the service agent’s experience with Salesforce Customer 360, giving agents a single view of customers and cases regardless of product or source system. In total, we delivered 40+ integrations to streamline requests, standardize processes, and provide real-time status updates that help agents resolve issues faster and more accurately. 

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Tech Stack:

Salesforce Service Cloud, Salesforce Customer 360, Tsys (core banking), Appian (BPM) 

Business Impact

Automated customer service eliminated manual data transfers between Tsys and Appian, reducing delays and errors in everyday case handling. 

Integrated systems accelerated resolution for loan, card, and account requests by enabling real-time data flow and consistent, guided processes. 

A unified Customer 360 view improved agent productivity, particularly post-acquisition, by consolidating customer context and history in a single interface. 

Standardized workflows and 40+ integrations strengthened data integrity, minimized rework, and streamlined customer request management end to end. 

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