SRM Tech partnered with a Japanese conglomerate to transform their E-wallet business’s sales and service operations with Salesforce solutions. It helped them achieve enhanced sales team performance, service delivery, and customer experience.
Business Goals
This Japanese E-wallet pioneer specializes in promoting pioneering prepaid card services that cater to modern consumers’ dynamic needs and enhance financial accessibility. The customer needed an efficient customer management system to issue, facilitate recharges and manage prepaid cards for subscribed users. They also required a sophisticated system with real-time insights to promptly help card users with inquiries and show users nearby recharge terminal locations.
Solution
Our enterprise modernization experts collaborated with the e-wallet product and business teams to thoroughly understand the nuances of this digital wallet ecosystem, covering institutions, users, and agents. To move forward, we proposed a customized Salesforce Cloud suite to be the center of their customer, card, terminal, and agent management.
Key Highlights
- A comprehensive customer management portal to issue, track, and manage cards seamlessly.
- A Recharge Terminal Management application to manage installation, configuration, relocation, and removal.
- A User-friendly mobile app with terminal location assist features for users to enhance card usability and consumer experience.
- Introduced customer engagement toolkits to push personalized notifications and rewards, driving increased card utilization and brand loyalty.
- Implemented advanced analytics and reporting tools to provide actionable insights into customer behavior, terminal usage, and sales trends.
- Seamless integration with various third-party systems, such as Google Maps, Data Centers, Java-Based Systems, Fax Services, Payment Systems, and Notification Systems.
- Leveraged Salesforce Big Object Data management systems to securely maintain users’ personal and financial data and achieved stringent security and compliance requirements.
Outcomes
- Consistent growth in E-wallet sales.
- Significant improvement in agent performance.
- Substantial boost in card utilization.
- Prominent improvement in customer relationship and brand loyalty metrics.
Technologies Used: Sales Cloud, Service Cloud, Java, Google API
