• Ensuring priceless advantages in the financial sector with Salesforce

Concardis

Centralised and digital sales processes thanks to Salesforce

End consumers only indirectly come in contact with Concardis. For example, when paying through a card terminal whose transactions are based on this payment service provider operating in the DACH region. Concardis has ambitious growth targets, which is why it was looking for a top-performing, cross-channel solution for the efficient digitisation of its sales and service processes. To accomplish this, it relied on the advantages offered by the Salesforce platform.


Benefits to our customer

Creation of a uniform, comprehensive solution by connecting third-party systems

Improved networking with sales and trading partners for transparent business processes

Consolidation of all sales- and service-relevant customer data in a central cloud platform

Task

Automated and centralised consolidation of all information from various systems.

Solution

It was quickly determined that an ideal platform should be created with Salesforce as the central linchpin for the customer-data-driven operation..

Result

All digitised documents are now automatically integrated in the Salesforce Sales and Service Cloud, all without the previous paper mountains.

  • Requirements

    Sales, service and partners should come together

    About 150,000 customer-driven processes are handled by Sales and Service at Concardis each year. The result: A wealth of information in the form of paper-based documents, such as inquiries, contracts, invoices, orders or complaints, which could barely be processed by hand anymore. This was compounded by the challenge of efficiently consolidating all information about a customer that had previously been stored in different systems and departments. Employees in Marketing, Sales and Service usually had to deal with this manually, which took a lot of time. The stated goal was therefore to automate sales and service processes as a basis for more efficient workflows along with improved transparency and management control.

    Additionally, Concardis wanted a central system for the integration of its sales partners through which about two thirds of the contracts are executed. The lead and opportunity management with the sales representatives and external sales partners was also handled manually and was therefore to be taken into account during the process digitisation and automation.

  • Solution

    Central cloud platform covers all needs

    For Concardis, it was quickly determined that an ideal platform could be created with Salesforce as the central linchpin for the customer-data-driven operation. In a first step, the SAP-CRM module was replaced in favour of the Salesforce Sales Cloud and Service Cloud to establish a definite lead process for potential new customers. To simplify the cross-channel communication with the sales representatives, the team implemented the partner community through the Salesforce Community Cloud. Now all information from the query forms, phone calls and email conversations flows into the community of Concardis employees, sales and trading partners for joint access and to make the processes more transparent for everyone involved.

    Additional interfaces to connect third-party systems expand the functionality of the Salesforce platform. This includes the post- and video-ident process, the Risk Suite software and the archiving tool windream. The SAP Business Warehouse application bundles business-relevant data about the Concardis customers, such as the number of branches. The Salesforce connection lets the Concardis employees enrich the customer records with relevant information that plays an important role for Sales and Service. Concardis’ own technical systems, such as self-service and new customer onboarding portals, are also connected to Salesforce.

  • Benefit

    Automated work processes optimise daily business

    The introduction of the Salesforce platform created a central control system for the uniform, cross-channel and automated compilation and processing of customer records from sales and service processes. All digitised documents are now automatically integrated in the Salesforce Sales and Service Cloud and are instantly routed to the right employee for processing. The connection to the third-party systems provides all departments with an identical and comprehensive depth of information about their customers – also on mobile end devices.

    It was possible to remedy the system and media disruptions, which again significantly reduced the manual data entry and maintenance efforts. As a result, the employees at Concardis benefit from a more efficient and transparent work method while the management level receives an overall perspective of the reports and analyses that also integrate data from all necessary third-party systems.

  • Transparency

    Transparency makes paper mountains disappear

    The user-friendly, digital integration of the sales partners succeeded with the introduction of the Salesforce Partner Community. With end-to-end reproductions of the lead and opportunity processes, the agreements generated by the sales representatives enter directly into the partner community. From there, they are directly transferred into the onboarding process for new customers and are subsequently passed on to existing customer support by the Service unit.

    A convenient side effect of the digitisation and centralisation for Concardis is the elimination of the daily paper mountains: contracts, inquiries or returns that were previously received in analogue form can now be reproduced digitally.
    Concardis will continue investing in digital processes in the future. The self-service portal for the commercial enterprise customer segment will be advanced to an even higher degree.

  • Sven Schiefer, Salesforce Project Manager at Concardis GmbH

    “One aspect critical for the success in executing digitisation projects is the implementation partner for the project. The Salesforce competence, scalability and commitment of our digitisation partner T-Systems Multimedia Solutions were the foundations for the success of our project. We are pleased that we will continue our partnership even beyond the end of the project.”

About Concardis

Concardis GmbH is a leading full-service payment provider of the DACH region with its head office in Eschborn and an annual turnover of 567 million euros. For more than 100,000 customers and with 440 employees, the financial service provider is a consultant and contact for matters relating to cashless payment processes and ensures smooth point of sale processes for a transaction volume of 45 billion euros (figures from the business year 2017).


Contact person