Customer Story

For the first time, N26 was able to track vital KPIs


Salesforce Cloud Implemented

Service Cloud, Sales Cloud and Marketing Cloud

Company Industry

Financial Services - Bank

Project Outcome

Customer Service able to handle more cases

Technology Partner

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Berlin-based mobile bank, N26, is one of the most exciting companies in Europe. Founded in 2013, it has redesigned banking for the smartphone, making it easy, fast, contemporary and transparent. N26 aims to be the one-stop-shop for all financial needs, digitising all areas of a traditional bank. Customers can manage their financial lives every time and everywhere from their smartphone.


  • N26 has experienced explosive growth since its launch in January 2015. By August 2017, N26 has gained more than 500,000 customers.
  • The teams were in a constant need for a customer success platform that could handle the increasing amount of service cases across multiple channels, which is 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.


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and customisation previously done in Salesforce, then created a plan of action, first cleaning up the system with outdated and unnecessary elements, before introducing new components to streamline internal processes.


  • As a result, N26’s customer service department was 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.
For the first time, N26 was able to track vitals KPIs

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