ANZ is investing in its business banking experience by bringing Salesforce’s Agentforce 360 platform within its new customer relationship management (CRM) tool. It is the first bank in the APAC region to implement this technology at scale.
New CRM platforms improve customer outcomes, help bankers work smarter and automate daily tasks. The development follows the release of ANZ’s 2030 strategy to deliver a simpler, faster bank that puts customers first. In addition to increasing ANZ’s business banker population by nearly 50% by 2030, this technology will support increased banker capacity and productivity, giving bankers more time to focus on their clients.
The new CRM that replaces the legacy system consolidates data from 20 different platforms into a single, intuitive dashboard, significantly reducing the time it takes to navigate the system.
Powered by Agentforce, Salesforce’s industry-leading agent AI capabilities, the platform goes beyond providing information to performing value-added tasks. Bankers will have access to real-time account summaries and are expected to save the equivalent of approximately one working month per year. Additionally, a new chat interface makes it easier to search and access customer data for greater insight.
The rollout of Agentforce follows the successful national rollout of the new CRM across ANZ’s business bankers and field teams.
Claire Morgan, ANZ Group Executive for Business & Private Bank, said the platform will transform the way ANZ Business & Private Bankers manage customer relationships, delivering a better experience for customers, brokers and bankers.
“Our new platform is a game-changer, simplifying systems, saving time, and helping bankers focus on what matters most: building strong relationships and helping customers run and grow their businesses. This is one of several major investments we are making to strengthen our field and deliver on our customer-first strategy.”
“We are also accelerating our digital roadmap and bringing forward the launch of the ANZ Plus front end for most SME customers to late 2027. This means providing customers with a more seamless and connected experience on our market-leading platform.”
“We know running a business is difficult. Our job is to make banking easy and simple.”
Agentforce helps you automate tasks, organize information, and streamline workflows. By empowering CRMs to handle more complex, multi-step tasks, bankers can better manage opportunity leads with data, visualize customer insights, and effectively prioritize day-to-day activities.
Banker feedback is used to shape the platform and its development, ensuring that the actions and outputs of the CRM system and agents are continuously enhanced.
The development follows ANZ being named Canstar’s Small Business Bank of the Year for a record 10th time, and reinforces ANZ’s leadership in business banking and commitment to supporting small businesses across Australia.
For more information about ANZ Business & Private Bank, visit the ANZ Business Hub.
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anzcomau:Newsroom/Media Center/Media Release
ANZ launches AI-powered agent CRM to transform business banking
2026-02-05
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