A secure, CRM-integrated self-service portal that let members resolve common requests on their own.
Members called or emailed for routine requests — statements, status checks, simple updates — that did not need an agent. Volume was high, costs were rising, and members wanted to self-serve on their own schedule.
In banking, the catch is security: any portal had to enforce strict identity, least-privilege access, and a defensible sharing model.
Defined the request types to self-serve and the identity, authentication, and data-access rules each would require.
Integrated single sign-on so members authenticate against the existing identity provider, not a separate login.
Designed a role- and sharing-based access model so members see only their own records, enforced at the platform level.
Built the Experience Cloud portal with self-service flows for the highest-volume request types.
Connected the portal to the core CRM as the system of record and launched in stages with monitoring.
SSO against the existing IdP; no separate credentials to manage or breach.
Role-based sharing ensures members can only ever see and act on their own data.
Guided flows handle the highest-volume requests end to end without an agent.
The core CRM remains the system of record; the portal reads and writes through it.
In regulated industries the security model is the architecture. Designing access and sharing first — before any UI — is what made this portal launchable.