"Thanks to EMPAUA we are now able to handle 50% more cases with the same staffing numbers."

Matthew Smith, Business Analyst

Earthport
"Thanks to EMPAUA we are now able to handle 50% more cases with the same staffing numbers."

Matthew Smith, Business Analyst

Salesforce Cloud

Service Cloud

Industry

FinServ

Project Outcome

Increase in Cases Handled

About Company

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.”

Salesforce Cloud

Service Cloud

Industry

FinServ

Project Outcome

Increase in Cases Handled

50%

more cases handled with same numbers.

"In the first 3 months since the Service Cloud go-live, our average case life has reduced by 33%"

Matthew Smith, Business Analyst

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