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CASE STUDY

Fintech Foundations: Implementation of Case Management and Sales process with Salesforce for MaxxTrader

About the Client

MaxxTrader, a subsidiary of Singapore Exchange offering a versatile trading solution, embarked on a comprehensive Salesforce CRM setup to support its fintech operations. A greenfield case management process was established to manage and resolve issues related to trading incidents, technical challenges, and user inquiries effectively. Leveraging Salesforce Communities, an external user registration and case management system was also implemented, enabling clients to register cases, track progress, and directly engage with support. Additionally, Salesforce was customized to streamline MaxxTrader’s sales process for broker-dealer operations, enabling comprehensive customer management. This end-to-end setup allowed MaxxTrader to address the needs of both internal teams and external clients, fostering efficiency, transparency, and scalability.

Description

MaxxTrader implemented a greenfield Salesforce CRM solution covering case management and sales operations. The solution empowered internal teams and external clients with real-time case tracking, automated workflows, and seamless CRM-to-trading system integration.

Work Details

Implemented a Salesforce-based greenfield case management system, designed to track and resolve fintech issues, incidents, and technical challenges, enhancing support for internal teams.

Customized case prioritization workflows to categorize issues by severity, providing targeted response times for mission-critical challenges.

Set up Salesforce Communities for external user registration, allowing clients to create accounts, log cases, and track resolutions in real-time.

Integrated automation for case creation and updates, providing real-time status notifications to users and reducing manual data entry for support teams.

Developed end-to-end customer management capabilities within Salesforce, tailored to manage broker-dealer operations from onboarding to account closure.

Established fintech-specific capabilities within Salesforce to manage complex client requirements, ensuring a comprehensive view of each client’s trading and technical history.

Configured dashboards and reporting tools to provide insights into case resolution times, customer service efficiency, and fintech incident patterns.

Integrated Salesforce CRM with FIX API and trading systems to align customer data across platforms, enabling seamless information sharing and data accuracy.

Benefits

Improved incident response time by 40% with a streamlined case management process, reducing resolution times for high-priority fintech issues.

Enhanced client experience with real-time case tracking and updates via the Salesforce Community portal, increasing transparency and user satisfaction.

Reduced manual workloads through automation, allowing support staff to focus on complex cases and improving productivity by 25%.

Increased efficiency in broker-dealer operations by 35%, as end-to-end Salesforce processes improved client management and sales tracking.

Enabled data-driven decision-making with custom dashboards, offering visibility into recurring fintech issues and case trends.

Improved integration across CRM and trading platforms, ensuring data consistency and real-time access for better service delivery.

Enhanced scalability of operations, allowing MaxxTrader to efficiently onboard new clients and support growing fintech demands without additional resources.

*Delivered as Thutech

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