"Thanks to EMPAUA we are now able to handle 50% more cases with the same staffing numbers."
Earthport is the largest global ACH network in the world. Earthport has set up bank accounts with partner banks enabling payments to be transferred anywhere in the world, faster and more cheaply than their competitors.
After Earthport acquired Baydonhil who also used Salesforce, the company had two separate systems. The support team was using a siloed legacy system, which meant the account managers did not have full transparency over daily support cases. Besides, the support team did not have full access to all their customer information, causing difficulties and inefficiencies.
First off, EMPAUA merged everything to one system, mapping all business processes into the target org. The critical metric for success was to ensure that the end-users did not experience any change from their regular working system.
The second project was a Service Cloud and Shield implementation. There were 117 users, 12 different support queues and seven various departments, all with unique external and internal processes.
EMPAUA created an exceptional working environment for each department, utilising the Salesforce console as well as powerful automation to save agents time.
"In the first three months since the Service Cloud go-live, our average case life has reduced by 33%. Thanks to the project delivered thanks to EMPAUA, we can now handle 50% more cases with the same staffing numbers. It has radically improved the way we can service our clients, as well as reporting on and analysing our support cases", Matthew Smith, Business Analysis Manager, EarthPort.