Case Study: How ConnectPay Transformed Client Onboarding with Salesforce

Client: ConnectPay
Industry: Financial Services
Solution: Sales Cloud, Service Cloud

Salesforce Users: 50-100

Challenge: A Complex and Regulated Onboarding Process

As a licensed EMI, ConnectPay must comply with strict regulations when onboarding new clients. The process involves collecting, verifying, and reviewing sensitive customer data—often requiring additional scrutiny based on risk levels or geographic location. Manual processes were time-consuming, error-prone, and lacked traceability. A modern, scalable solution was needed to ensure compliance and efficiency as the company grew.

Solution: Intelligent Automation with Salesforce

ConnectPay chose Salesforce to overhaul its onboarding process. Using Sales Cloud and Service Cloud, the platform was customized to:

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• Automatically collect and process data from online application forms
• Enforce business logic for compliance (e.g., flagging high-risk jurisdictions)
• Assign specific cases to review committees or specialist onboarding agents
• Ensure traceability of every action taken on a customer file
• Provide auditing transparency for regulatory inspections
• Centralize all client information to enhance customer support and upsell opportunities

Implementation & Results: From Manual Review to Seamless Automation

The transformation brought immediate clarity and control to a previously fragmented process.

Results:

• End-to-end onboarding flow fully digitized and compliant
• 100% traceable customer records for audit-readiness
• Faster onboarding with automatic risk-based routing
• Centralized platform prepared for future scale and additional use cases (e.g., employee onboarding or agent training)

Client testimonial:

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