Customers

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Customers

Success Stories

Banking

N26

Service Cloud

N26

Berlin-based mobile bank, N26, is one of the most exciting companies in Europe. Founded in 2013, it has re-designed 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 at any time, from any place from their smartphone.

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and customisations previously done in Salesforce, then created a a plan of action, first cleaning up the system with outdated and unnecessary elements, before introducing new components  to streamline internal processes.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

InsurTech

wefox

Sales Cloud // Marketing Cloud // Service Cloud

wefox

wefox is a German insurance platform that enables customers, insurance brokers and insurance providers to manage insurance products digitally. Founded in 2014, the service platform allows users and providers, to manage their insurance and financial products intelligently and efficiently.

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.

 

FinServ

EarthPort

Service Cloud // Service Cloud Shield

EarthPort

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, cheaper and faster than their competitors.

Challenge

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. In addition, the support team did not have full access to all their customer information, causing difficulties and inefficiencies.

Solution

First off EMPAUA merged everything to one system, mapping all business processes into the target org. The key metric for success was to ensure that the end users did not experience any change from their normal working system.

The second project was a Service Cloud and Shield implementation. There were 117 users, 12 different support queues and 7 different departments, all with unique external and internal processes. EMPAUA created a unique working environment for each department, utilising the Salesforce console as well as powerful automation to save agents time.

Results

“In the first 3 months since the Service Cloud go-live, our average case life has reduced by 33%. Thanks to the project delivered with the help of EMPAUA we are now able to handle 50% more cases with the same staffing numbers.  It has radically improved the way we are able to service our clients, as well as reporting on and analysing our support cases.”

– Matthew Smith (Business Analysis Manager, EarthPort).

e-Commerce

DeinDeal

Service Cloud

DeinDeal

DeinDeal is Switzerland’s leading shopping platform, providing its customers with selected lifestyle and product offers at discounted prices. Founded in 2010, the company now offers more than 50,000 products to more than 600,000 customers. From Fashion and Lifestyle to Electronics to Wine, DeinDeal procures its products from all over the World and operates out its own warehouse in Muttenz.

Challenge

Originally focusing on couponing, the firm began selling physical products in 2012 and problems quickly arose. The biggest being delivery time. On average parcels were taking up to two weeks to be delivered. As a result, customer care was soon overwhelmed with emails and calls. Products were returned and orders cancelled.

 

Solution

Improved Supply Chain – Using Salesforce, we designed and developed a system which allowed the supply chain team to automate purchase orders to the suppliers. We connected the warehouse system to Salesforce.  Customer Service – Salesforce Service Cloud was implemented for the customer care team. Live Agent and intelligent CTI call routing was set up as well as Customer Portal to enable customers to self-serve.

 

Results

Customer satisfaction improved with DeinDeal’s Net Promoter Score (NPS) rising significantly. The switch to Salesforce allowed for full transparency between departments across the company. Warehouse, Procurement, Shop and Order Data was all migrated to a centralized database, allowing for smoother operations and reporting

Software

Next Limit

Sales Cloud // Marketing Cloud

Next Limit

Next Limit is a computer software company from Madrid, specialising in simulation, visualisation and machine learning technologies. Founded in 1998, the company boasts nearly 20 years experience in the field, releasing various dynamics and fluid simulator film production software - one of which was used in The Lord of the Rings: The Return of the King.

Challenge

With a growing international customer base, Next Limit wanted to improve their customer perspectives and gain an overview of all the elements surrounding the customer in one single system. By aggregating the various touch points of the customer, Next Limit would be able to reach their customers more effectively for selling services or providing technical support.

Solution

EMPAUA analysed the current business processes to better understand the workflows before building an effective, user friendly technical implementation, using Sales and Service Cloud. Customer and partner portals were integrated for better communication and support as well as improved product and services tracking.

Results

With Our Sales, Support and Marketing Teams now are able to efficiently work through solid business processes integrated in one single tool.

“At Next Limit Technologies we have experienced improvements in all our internal and customer processes. License, product and business management is now easier: we have a complete view of our business and we are able now to take better decisions”.

Customers

Industries

We’ve worked with exciting companies from some of the fastest growing industries in the world. We understand the key challenges that each industry presents and our skilled team are here to tackle these with you.

FinTech

Currently one of the most rapidly transforming industries, technology and innovation is revolutionising the way financial services operate. By designing and building systems around speed, agility and efficiency, EMPAUA has provided strong platforms from which FinTech companies can scale sustainably and support the creation of new products and services.

eCommerce

By providing you with a 360° view of your customers, Salesforce allows you to connect with your consumers in a whole new way. No matter your business or your goals, our Salesforce architects are here to design and develop a retail experience that your customers demand.

Venture Capital

Scouring the globe for fast emerging industries, connecting with many CEOs and investing in cutting edge technology, it’s vital that VCs have a sophisticated Salesforce set up to manage the leads that come in, and the relationship that follows. Track every step of your new investments, manage relationships with CEOs and keep on top of cash-flow with the world’s most powerful CRM. EMPAUA has worked with some of the most exciting venture capital firms to ensure a cloud-based solution takes their system to the next level.

Media

EMPAUA is enabling leaders in the media industry to connect with their consumers like never before. Build stronger relationships with your subscribers and deliver engaging content to your users wherever they are.

Health

Our team of certified Salesforce experts will help you improve your patient’s satisfaction. Being able to rely on a fast and secure cloud-based operating system, you won’t have to worry about your operations, which will allow you to focus on your clients. Maintain your sensitive customer data and manage your health experts with a customised CRM.

InsurTech

Another rapidly emerging industry, InsurTech companies around the globe are creating entirely new ways of managing our insurances. By creating a solution design that accommodates for insurance brokers, providers and customers, EMPAUA is assisting a smooth transition to the digitisation of insurance.

Real Estate

Whether you’re dealing with commercial or residential properties, cloud technology will set you apart from the rest of the group. Maintain your personable approach through faster response time, documented correspondence and a centralised database. Keep up with your customers and help them find their perfect property.

Internet

From smart lightbulbs to coffee machines, everyday objects continue to connect to the cloud via the Internet. It's important that the rapidly growing Internet of Things (IoT) industry has a strong and sustainable cloud platform to continue it's expansion. With complex data management and distribution becoming an issue, custom-built APIs enable you to tap into the right information and the right time.

Customers

Our Clients

Our customers are at the heart of our business.

Customers

We create Salesforce systems that elevate startups and SMBs.

Start Ups

Grow your startup sustainably with EMPAUA.

No matter what stage of development your startup is at, EMPAUA will ensure you get the most out of Salesforce. Whether you’re working on a product prototype, looking to grow your business or manage your customer base, customised Salesforce setups will set you up to achieve your business goals. EMPAUA build systems that help StartUps:

Scale – A structured cloud-based setup will help make your growth sustainable and scalable.

Optimize – Avoid slowed productivity by using a transparent system for your employees, with
no time lost on numerous spreadsheets.

Improve – Understand consumer retention better: test, measure, adapt, repeat.

Predict – We’re human, we all make mistakes. Utilising a customised Salesforce setup will allow you make the smartest decisions and predictions based on data.

SMBs

Let EMPAUA energise your business and take it to the next level.

As you grow your business, we get that there’s a lot at stake. Being a small business ourselves, we fully understand the challenges and risks you are likely to face. We’ll take away the hassle of organising your Salesforce setup, adhering to a budget that works for you.

Working alongside our clients, we take the utmost care to ensure that we understand your business goals and strive to exceed these through developing and designing a Salesforce solution that you can rely on.

Our experienced Business Analysts are on hand to excel your business through tried and tested cloud solutions. We’ll be with you every step of the way as we transform your business through the world’s most powerful CRM, leaving you to focus on your business.

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