Akcenta
“Salesforce helps us centralize how we work with client data and simplify processes that used to be split across several systems. For every client request, we can now see who is handling it and what stage it is at.”
Jan Hromas
Head of Demand Generation
How Akcenta Unified Sales and Service Across 5 CEE Countries
Akcenta provides currency exchange, international payments and FX risk hedging. It was using a CRM system that ran on its own hardware. The system was expensive to maintain and needed a lot of hardware. The service team tracked service cases, such as complaints and other client requests, outside the CRM in Excel.
Akcenta replaced its old CRM with the Salesforce platform. Salesforce is now its central CRM and its main source of truth for client data. Sales reps work with a Client 360 view that brings together basic client details, history and an activity overview in one place. The view also uses Salesforce Financial Services Cloud components, such as Interest Tags for recording client interests.
The service team moved complaints and requests from Excel into Salesforce Case Management, so the sales team can see each client’s service history too. The solution also connects the phone system directly to Salesforce and links to Digisign for signing documents with clients.
Salesforce is also connected to many other systems in Akcenta’s ecosystem. These include the document management system, the Norkom scoring tool, the Bloomreach marketing platform, the onboarding application, the core system, Power BI, and the EntraID and PingID identity management tools.
The whole solution was rolled out in Czech, Slovak, Polish, Hungarian and Romanian.
5 countries and language versions
12 integrations across Akcenta's ecosystem
Delivered in 12 months
“Financial Services Cloud gave us a data model that matches the complex structure of our clients. We can work with information about companies, their owners and their authorized representatives.”
Jan Hromas
Head of Demand Generation
Key benefits
Client history in one place
Sales reps can see every activity they have carried out with a client in the Client 360 view.
Service cases visible to the sales team
Case Management replaced the Excel complaint log, so sales reps and the service team see the same client history.
Telephony directly in Salesforce
Users take and make calls from a single window. Call records are saved automatically to the client’s contact history.
A single source of truth about the client
Salesforce connects data across the CRM, the document management system, scoring, the marketing platform, onboarding, the core system and other tools such as Power BI, EntraID and PingID.
Rollout in 5 countries within one year
The solution was localized into Czech, Slovak, Polish, Hungarian and Romanian and rolled out across Akcenta’s markets.
Electronic document signing
Documents are signed with clients through Digisign, which is connected to Salesforce.
About Akcenta
Akcenta provides currency exchange, international payments and FX risk hedging. It serves more than 20,000 clients and has been part of the RBI Raiffeisenbank Group since 2021.
Headquarters
Prague
Industry
Financial services / FX services
Employees
140+
Annual revenue
CZK 470 million+
Website
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