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and customisations previously done in Salesforce, then created a a plan of action, first cleaning up the system with outdated and unnecessary elements, before introducing new components to streamline internal processes.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