Challenge

N26 has experienced explosive growth since its launch in January 2015. By August 2017, N26  has gained more than 500.000 customers. Its teams were in constant need for a customer success platform that could handle the rising amount of service cases across multiple channels, being active in 17 European  markets, with various languages, Having bought the Service Cloud already, N26 turned to EMPAUA as the Salesforce for Startups certified partner to create a custom solution that would help to overcome these challenges.

Solution

EMPAUA analysed and documented existing processes and customisations previously done in Salesforce, then created a a plan of action, first cleaning up the system with outdated and unnecessary elements, before introducing new components  to streamline internal processes.

Results

As a result, N26’s customer service department were able to handle more cases than before, saving time and effort. Also, for the first time N26 was able to track vital KPIs to ensure that this data will support continuous process and system improvements in the future.

Challenge

In order to render a flawless customer experience, wefox Group faced the challenge of aligning the needs of various stakeholders consisting of customers, brokers and providers within a widely analog global industry. The wefox Group’s executive team wanted to create a seamless onboarding process for both brokers and new customers through a custom built Salesforce solution.

Solution

In order to support customers to make the right choices with their insurances and to facilitate smooth interaction with insurance providers, EMPAUA built a 360° Service Solution, which included real-time support and automated claim management.

Broker Portal

The wefox Group strives to include traditional insurance brokers within their platform, giving each independent broker a highly sophisticated digital tool to service their mandates. EMPAUA built a portal which allows the various brokers to onboard their mandates and leverage a cutting-edge, highly automated customer care solution.

End to End – Customer to Insurance

The wefox platform is directly connected to some of the biggest insurances worldwide. Leveraging the Salesforce API-First strategy, processes can be automated end to end, speeding up claim processing and reducing administrative overhead.