Case studySalesforce

Fintech Flexibility: Scalable Case Management and Automation for FlexTrade

FlexTrade optimized its Salesforce CRM for scalable fintech case management by introducing Communities for external access, automation via Apex, custom workflows, and secure role-based permissions. This setup enhanced incident handling across asset classes and supported operational growth.

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Case study: Fintech Flexibility: Scalable Case Management and Automation for FlexTrade
Salesforce

About the client

FlexTrade Systems, a leader in high-performance multi-asset execution and order management solutions, aimed to optimize its Salesforce CRM to manage fintech challenges effectively. Supporting end-to-end case management, FlexTrade addressed issues arising from broker-dealer financial offerings across multiple asset classes, including equities, fixed income, and options. Through Salesforce Communities, a registration and case management portal was developed, allowing external users to submit and track issues. FlexTrade further enhanced Salesforce CRM with custom change request handling, new process introductions, and workflow automation using Apex. This setup ensured FlexTrade’s operations were scalable and adaptable to future needs, empowering teams to manage user requests and streamline fintech case handling efficiently.

What we did

  1. 1

    Provided comprehensive support and maintenance for FlexTrade’s case management, addressing technical incidents and user inquiries within the broker-dealer domain.

  2. 2

    Set up Salesforce Community portals for external user registration, enabling clients to create accounts, log cases, and access case status updates in real-time.

  3. 3

    Implemented automated workflows and notifications, keeping users informed and reducing manual updates by support staff.

  4. 4

    Developed custom Salesforce Apex scripts to handle complex change requests and automate case handling processes, ensuring flexibility in response to fintech requirements.

  5. 5

    Introduced new processes for case categorization and prioritization to enhance response times and incident resolution efficiency.

  6. 6

    Established user role-based permissions to control access, maintaining data security while ensuring stakeholders had necessary visibility.

  7. 7

    Created scalable workflows to accommodate future expansions in client base and case types, preparing the system for FlexTrade’s ongoing growth.

  8. 8

    Configured reporting dashboards, providing insights into case resolution times, change request status, and system usage patterns for continuous improvement.

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The results

Improved case resolution times by 30%, as efficient categorization and automation allowed teams to address high-priority cases faster.

Enhanced client satisfaction with real-time case tracking, transparency, and automated notifications, fostering trust and engagement.

Reduced manual workloads by 35%, as custom Apex and automated workflows managed repetitive tasks, freeing up support staff for complex issue handling.

Enabled scalability, as flexible workflows and role-based permissions prepared FlexTrade for future client base and service expansions.

Increased response efficiency in handling change requests, streamlining process updates and ensuring timely deployment of new fintech capabilities.

Boosted data security and compliance with controlled access to sensitive financial data, ensuring regulatory standards were met.

Data-driven insights from dashboards allowed teams to analyze trends in issues and requests, informing proactive improvements in case management processes.

*Delivered as Vegacompass.

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Case Study | Fintech Flexibility: Scalable Case Management and Automation for FlexTrade