Salesforce implementation for UK FinTech Leader

• Product technology strategy of Swoop funding platform (virtual CFO for SME’s) and its development from scratch;
• Successful platform integration with Open Banking (UK) and creation of the analytical algorithm which allowed Swoop customers to make profitable decisions about choosing a bank.

When the integration was successfully completed, Swoop end customers had even more than access to a virtual CFO.

Even despite rising impressive investments,  getting awards, ambitious platform scaling and drastic growth of the client base, Swoop still managed to build a deeply individual connection with each customer.

However, it wasn’t as easy as it may sound. Individual, truly empathetic service required the customer care team to the highest endeavor. As the number of customers grew, passing to an advanced CRM became an inevitable and evolutionally right decision. 

Salesforce was chosen among other options due to its enhanced capabilities to manage interactions with customers at each step without losing the human trust and connection behind the automated processes.

In order to implement Swoop approach to customer care in CRM, Sparkybit not just implemented Salesforce Sales Cloud, but also modified standard Salesforce processes. It required Sparkybit engineers to run several development sprints to adjust Salesforce CRM entities, flows and components to make them fit Swoop’s vision.

It was of utmost importance not to lose this secret ingredient of the customer care approach, studiously cultivated over the years and had already become Swoop’s operational advantage in the market. Moreover, as the company operated in the financial services industry, it also required some processes to be compliant with a range of legal requirements.