Salesforce
Financial Services Cloud
Cloud23 designs and implements Salesforce Financial Services Cloud for banks, insurers and wealth managers across Africa and beyond, from digital onboarding journeys to a single view of the client.
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Salesforce Experience Cloud Portals and Digital Onboarding
Cloud23 designs and builds Salesforce Experience Cloud portals, onboarding sites and communities that let customers and partners transact with banks and insurers online rather than in a branch or inbox.
Salesforce Experience Cloud is Salesforce's platform for building branded, CRM-connected digital experiences: customer portals, partner sites, self-service communities and guided onboarding journeys that read and write Salesforce data directly, with the platform's security model enforced throughout. Cloud23 designs and builds Experience Cloud sites end to end, from user experience design through custom Lightning Web Components, integration and launch.
Our strongest pattern is digital onboarding for banks: an Experience Cloud site captures the application through an intuitive front end while Financial Services Cloud processes it behind the scenes. Cloud23 built exactly this for Standard Bank's corporate and investment banking operation in Mauritius, and for Standard Bank Botswana, where the onboarding journey included digital signatures so business customers no longer had to visit a branch.
A portal that customers avoid is worse than no portal. We treat Experience Cloud work as product design as much as platform delivery: journeys tested with real users, guest and authenticated access secured deliberately, and adoption measured after launch rather than assumed.
What you get
Deliverables
Experience and journey design
User research, journey maps and interactive prototypes that validate the experience before build, in line with your brand.
Configured Experience Cloud site
A production site built on Experience Cloud templates or custom Lightning Web Components, responsive and accessible by design.
Reusable component library
Custom LWC components built to a documented standard so subsequent sites and journeys reuse rather than rebuild.
Security and sharing model
Deliberate design and review of guest access, authenticated user profiles, sharing rules and data exposure, documented for security sign-off.
Back-office integration
The connections that make the site useful: applications flowing into FSC or Service Cloud, documents and e-signatures, identity and verification services.
Analytics and adoption instrumentation
Journey funnels and usage dashboards so you can see where users drop off and improve the experience with evidence.
How we work
A delivery approach built for enterprise
- 01
Journey discovery
Identify the journeys worth digitising, the users behind them and the back-office processes each journey must trigger.
- 02
Experience design
Wireframes and prototypes tested with representative users, so build starts from a validated design rather than a guess.
- 03
Build
Sprint-based delivery of the site, components and integrations, demonstrated in a working environment throughout.
- 04
Security review and testing
Penetration of the sharing model by design review, plus functional, device and accessibility testing before any public exposure.
- 05
Launch and iterate
Controlled go-live, adoption monitoring and a prioritised backlog of improvements driven by real usage data.
When it fits
Consider this when
- Customers must visit a branch, print forms or phone a call centre to do things they expect to do online.
- Partners, brokers or agents transact with you by email and spreadsheet, with no shared view of status.
- Your contact centre is absorbing high volumes of routine status and information requests.
- The data customers need already lives in Salesforce, but there is no customer-facing channel to it.
- An existing portal exists but adoption is poor and nobody can say why.
In practice
Example engagements
- A bank replacing in-branch account opening with a public onboarding site that feeds applications straight into Financial Services Cloud
- A partner portal for insurance brokers to submit and track business without email back-and-forth
- A self-service customer portal that deflects routine status enquiries away from an overloaded contact centre
- A corporate client community giving business customers a transparent, real-time view of application and service-request status
FAQ
Frequently asked questions
What is Salesforce Experience Cloud?
Experience Cloud is Salesforce's digital experience platform for building portals, communities and public sites that connect directly to Salesforce data. Because sites run on the same platform as your CRM, a customer submitting an application or checking a case status interacts with live records, governed by Salesforce's security and sharing model.
How is Experience Cloud different from building a custom portal?
A custom portal needs its own hosting, security, identity and an integration layer back to your CRM, all of which you then maintain. Experience Cloud provides those foundations natively, so effort goes into the journey and the components rather than plumbing. Custom builds still make sense for some products, but for CRM-centred journeys such as onboarding and self-service, Experience Cloud is usually faster to deliver and cheaper to run.
How does Experience Cloud licensing work?
External users are licensed differently from internal Salesforce users, broadly through login-based or member-based models at a much lower unit cost. The right choice depends on how often each user logs in and what data they touch. Cloud23 models expected usage during design so the licence choice is an informed decision rather than a surprise at renewal.
How do you secure a public Experience Cloud site?
Deliberately and in layers: a locked-down guest user profile, explicit sharing rules for every exposed object, careful control of what components render for unauthenticated visitors, and review of file and record access paths. Cloud23 treats the security model as a designed deliverable with formal review, not a configuration afterthought.
Can an Experience Cloud site handle digital onboarding with e-signatures?
Yes. Onboarding journeys can capture applicant details and documents, integrate identity verification and apply digital signatures within the journey. Cloud23 has delivered bank onboarding journeys with digital signatures in production, including for business-account onboarding at Standard Bank Botswana.
Keep exploring
Related services and work
Experience Design
Digital Product & Experience Design
Cloud23 provides digital product and experience design — research, journey mapping, service blueprints, UX and UI, and design systems — for the customer portals, onboarding journeys and agent workspaces built on platforms such as Salesforce.
Explore serviceSalesforce
Salesforce Implementation
Cloud23 implements Salesforce end to end for banks, insurers and enterprises, from discovery and solution design through configuration, integration, data migration, testing and hypercare.
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MuleSoft & Enterprise Integration
Cloud23 designs and builds enterprise integration on MuleSoft, using API-led architecture to connect Salesforce with core banking, payments, identity and legacy systems for regulated businesses across Africa and beyond.
Explore service- BankingMauritius
Engineering a digital corporate-onboarding journey for Standard Bank's Mauritius CIB business
Cloud23 engineered an end-to-end digital corporate-onboarding journey for Standard Bank's Mauritius Corporate & Investment Banking business, splitting external application capture from internal processing on a shared data model. The result is a real-time, transparent view of the application pipeline and a reported reduction in processing times. Salesforce Financial Services Cloud and Experience Cloud were the delivery tools; the outcome was a managed onboarding operation.
Read case study - BankingBotswana
Removing the branch visit from business-account onboarding at Standard Bank Botswana
Cloud23 engineered a digital onboarding journey for Standard Bank Botswana's business accounts, including Transact Plus and Matshelo, replacing mandatory branch visits — down to remote document execution via digital signatures. The bank reports account opening time reduced from days or weeks to hours. Salesforce Experience Cloud and Financial Services Cloud were the delivery tools.
Read case study - BankingUganda
Reducing personal account opening from days to minutes at Stanbic Bank Uganda
Cloud23 engineered a mobile-first personal-onboarding journey for Stanbic Bank Uganda's Personal & Private Banking division, requiring only a valid ID, photo and digital signature and integrated with mobile money so accounts are usable on creation. The bank reports account opening times reduced from days to minutes and a significant increase in new accounts, particularly among tech-savvy and rural customers.
Read case study
Ready to talk experience cloud?
A short conversation with our team is the fastest way to understand whether this is the right engagement for you, and what it would involve.