For this Financial Technology Company- It All Began with the Right Partner, the Foundation for Success
Products implemented: Service Cloud, Service Cloud Voice, Amazon Connect
Migrations: Zendesk, DialPad
About the customer:
- 2,000 - 2,500 inbound calls per day
- 350 Employees
- Founded 2013
Our customer, a leading fintech company, offers online banking and financing solutions for small businesses. Their services are designed to help these organizations manage cash flow, bridge gaps in financing, and grow their operations. Their unique approach to providing financial solutions has not only earned them multiple accolades and recognitions, but has also caught the attention of venture capital firms who have invested heavily in the company.
Finding the Right Partner
The right partner for a business is not always the first partner
Originally, our customer had collaborated with a different partner to initiate their transition from Zendesk and Dial Pad, but they faced difficulties in making progress due to a lack of understanding and were stuck in the discovery phase. They were in need of a partner who could
- Develop an in-depth understanding of their business,
- Provide them with the expertise they needed,
- And Be trusted.
After kicking off their project with the NeuraFlash team, they could immediately see the value of our deep expertise in Service Cloud Voice and Amazon Connect. Soon after, they began to build a strong foundation of trust, even though they had faced negative experiences with partners in the past.
As this financial institution continued to expand, they realized that their future on Zendesk was bleak and decided to transition into a Salesforce-centric company. Being highly security-conscious, they recognized the importance of adopting a platform that could meet their stringent security standards.
Understanding the Vision
Our customer recognizes that success begins from within, and they strive to create an environment where their employees can perform at their best. By improving their agent experience and equipping them with top-of-the-line tools, they aim to provide their customers with an unparalleled experience, leading to loyal customers. With a vested interest in their future success, this organization aims to establish a connected service model that works seamlessly across all channels, reducing the cost of serving customers at scale, and mitigating operational risk.
With the goal in mind to transform their contact center from a cost center to a revenue generator, our customer recognized the need for a strong technical foundation and fully invested in a partnership with NeuraFlash and Salesforce.
Establishing the Foundation
The collaboration between this customer, NeuraFlash, and Salesforce was instrumental in implementing customized solutions that met their unique needs and future requirements. By taking the time to understand their business model, we built a strong foundation for continued growth and increased efficiencies.
Despite a tight timeline, NeuraFlash delivered the project in record time, which resulted in cost savings by avoiding duplicate licenses. We developed and deployed an MVP solution with the understanding that further opportunities for scaling and automation will be explored in the future. Working with Salesforce, we helped create a roadmap for our customer's ideal end state.
This financial technology leader was able to transition to their platform seamlessly, thanks to the close collaboration with NeuraFlash's change management team. The adoption rate was remarkable, with over 77% of inbound calls having cases attached within the first week, and the trend continued to rise steadily.
Due to rigorous security needs, agents are still required to use a separate authentication platform, however, the new system has considerably minimized the number of system changes that agents must make for each interaction. This has substantially enhanced the overall agent and customer experience by integrating processes and data and equipping agents with the tools they need to provide exceptional service.
Looking for a partner who has the expertise, and the dedicated teams, to understand your business? Our experts are here to support you, not just in the short term, but are here to get you to your desired end state as seamlessly, and quickly, as possible.
About NeuraFlash
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Our mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale. We empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.
