Customer Service Automation · IT Operations Automation
Manual processes left little time for high-impact relationship building. PenFed knows what it means to serve those who serve.
Reported impact
PenFed unified more than 600 tools on one Salesforce stack, moved over 2 million members to its self-service banking experience, and uses Agentforce to resolve 75% of routine IT requests while helping collections teams work 55% more efficiently.
PenFed consolidated more than 600 disconnected tools onto the Agentforce 360 Platform so it could run member service, digital banking, employee support, and collections on one governed stack. Agentforce Financial Services provides the core member-operations layer, while Agentforce Self-Service powers the digital banking experience used by members across web and mobile. The same shared platform also supports internal workflows such as IT service and collections, giving staff consistent data, business rules, and security controls instead of conflicting systems and batch synchronizations. MuleSoft helps connect the surrounding operational landscape, and the unified platform makes it practical to launch targeted AI agents such as Penny for IT support and additional member-facing automations. By using one connected architecture for branches, call centers, mobile, and web experiences, PenFed can move faster, personalize service, and scale agentic workflows without fragmenting its member data again.
Shared operational data is managed on the Salesforce Platform, where automation layers use it to run member service, digital banking, collections, and internal IT support on one platform and write the outcome back into the same governed workflow.
2 million members migrated off legacy apps
As they shifted from a military-only focus to an open charter, membership grew quickly — and so did the need for technology that could scale with them.
Founded in 1935 for defense and military communities, they’ve grown into a financial powerhouse with 2.8 million members nationwide.
Manual processes left little time for high-impact relationship building.
More than 600 disconnected tools consolidated
PenFed knows what it means to serve those who serve.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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