Xentric 360
A Salesforce Specialist for the Caribbean

As a key enabler of modernization, Xentric 360 is leading the charge in driving digital transformation across the Caribbean. A trusted Salesforce reseller, it empowers local businesses by providing access to the world’s leading CRM platform.

Drawing upon the expertise of Salesforce administrators, architects and developers, it partners with clients to equip them to fully harness the capabilities of the platform to enhance customer relationships and streamline operations for sustained growth.

It selects the optimum Salesforce solution by thoroughly evaluating package options and aligning them with each client’s requirements. It guides them through purchasing, ensuring they obtain the appropriate licenses to support their operational goals.

“Salesforce offers out of the box solutions for all companies but Salesforce can be tailored as per the client's needs,” says Jonathan Luna, territory account manager.

The Salesforce model in the Caribbean, facilitated by Xentric 360, benefits customers through a multi-tiered support structure involving three key entities; Salesforce as the brand, the company as the authorized reseller, and a network of certified implementation partners. This collaborative framework ensures that clients receive solutions that go beyond conventional offerings. Leveraging Salesforce’s flexible, cloud-based, customizable tools, Xentric 360 creates scalable solutions tailored to the specific needs of companies in various industries and provides comprehensive support throughout their Salesforce journey.

A Multi-Tiered Strategy to Elevate Businesses

To help businesses select the right Salesforce solution, Xentric 360 assesses their requirements and guides them through purchasing. With nearly five years of experience in the Caribbean, it possesses a nuanced understanding of each country within the Caribbean landscape, their unique values, dynamics and regulatory environments.

Salesforce offers Out of the Box solution but a platform that can also be tailored As per the client's needs

Discovery sessions are in-depth, collaborative meetings designed to thoroughly understand client needs. During these sessions, Xentric 360 & the Salesforce Certified Partners do a deep dive into the client’s technical requirements. Exploring every detail, it ensures a comprehensive understanding of the business challenges and goals. This information is used to tailor a demonstration that showcases how Salesforce solutions can specifically address those needs, ensuring a clear alignment between client objectives and the capabilities of Salesforce.

Xentric 360 conducts detailed gap analyses of each client's existing systems and workflows, identifying where improvements can be made and how Salesforce can be customized to meet those needs. Many large banks have complex architectures with numerous solutions in place, some of which they seek to consolidate into a single platform. Others aim to map their core business processes to ensure solutions align seamlessly with their operations. Xentric 360 supports these efforts by providing flowcharts, diagrams and whiteboards to facilitate clear communication and understanding.
When it’s time for implementation, Xentric 360 nationwide serve as technical consultants. With expertise ranging from basic to advanced "summit-level," the partners collaborate with Xentric 360 to deliver the right solutions. In addition to implementation, they provide hands-on training and ongoing support to ensure businesses can effectively leverage Salesforce to its fullest potential.

Through Xentric 360, clients can also use Trailhead— Salesforce’s free online learning platform. Trailhead allows users to develop skills across a range of Salesforce products, technologies and general business functions, along with certification paths that will enable individuals to take on specific roles within their organizations.

Ongoing workshops and knowledge transfer sessions empower clients to adopt and manage solutions. This proactive approach ensures clients can fully leverage the Salesforce platform and quickly resolve any issues that arise, and fosters a culture of continuous learning and adaptation.

Even if a customer encounters a minor issue, they can reach out to Xentric 360 or its partners directly. Instead of going through the process of creating a support ticket, the support team immediately jumps on a call to quickly address and resolve the problem, often within just a few minutes.

Transforming Operations with a 360 Approach

The ability to adapt Salesforce’s versatile platform to the needs of different customers has positioned Xentric 360 as a first mover in the sector. Salesforce offers specialized solutions like retail cloud, health cloud and manufacturing cloud, each designed to meet the unique needs of various industries.

Over the past year, it has focused heavily on Salesforce’s Financial Services Cloud to cater to the Caribbean financial sector. This targeted approach allowed it to gain valuable insights while serving banks, credit unions and other financial institutions, effectively addressing their distinct operational needs.

During the pandemic, financial institutions, traditionally burdened by manual processes and face-to-face customer interactions, began transitioning to more automated, cloud-based services with the company’s assistance. Its solutions have empowered these institutions to offer services customers can access from anywhere, significantly enhancing efficiency and convenience.
During an engagement with a financial institution in Saint Lucia, Xentric 360 identified a critical pain point—long lines and difficult access to financial services for elderly customers. Through collaborative discovery sessions, Xentric 360 mapped out the institution’s challenges and developed a Salesforce-based customer portal that streamlined the loan application process.

The system also allowed customers to interact remotely through virtual meetings and automated document submissions, reducing the need for in-person visits. The seamless integration with Salesforce’s automation features allowed the institution to drastically reduce customer wait times and manual workload for employees while ensuring compliance with local regulations. By automating processes like loan approvals and document verification, Xentric 360’s solution enabled the institution to handle a higher volume of applications while improving overall service quality.

The holistic approach demonstrated in this customer engagement is a signature feature of Xentric 360. It ensures that every aspect of a business’s digital transformation is addressed, from enhancing customer interactions to optimizing back-office operations. Its solutions allow clients to gain a full view of their customer journey and leverage Salesforce’s real-time analytics and reporting tools to make data-driven decisions that drive business growth.

One of the hallmarks of Xentric 360 is its focus on customer-centric innovation. Regular feedback loops, client check-ins, and solution testing in sandbox environments ensure every solution is built to suit client specifications. This iterative process drives client satisfaction and enhances the overall user experience by refining solutions based on real-world feedback.

For example, the integration of communication tools like WhatsApp into the customer journey is a direct response to how Caribbean businesses and their customers prefer to interact. Xentric 360 has integrated these tools into the Salesforce platform, enabling businesses to engage customers on their preferred platforms and terms. This results in a holistic view of customers across all touch-points and allows for personalization and improvement of customer experiences.

Delivering tailored Salesforce solutions that foster trust, enhance engagement and propel businesses toward sustainable growth, Xentric 360 emerges as a catalyst for digital transformation in the Caribbean.