QNB eFinans Service Cloud Adapt with Salesforce

We spoke with Aysel Kahya, Deputy General Manager and CTO of QNB eFinans, to hear more about the company’s digital transformation journey.

QNB eFinans Achieves 360° Customer Visibility with Salesforce

As one of Turkey’s leading providers of electronic invoicing and digital finance solutions, QNB eFinans chose the Salesforce platform to enable more efficient collaboration between its sales and service teams, and to manage customer cases more effectively. This transformation, carried out with the consultancy of Kofana Digital, centralized all customer processes, making them faster, more measurable, and easier to manage.

Challenges and Solutions Developed with Salesforce

1. Limited Data Access and Collaboration

Sales and service teams had difficulty accessing shared metrics and couldn’t collaborate effectively on common data. User-friendly and trackable dashboards were created in Salesforce, enabling seamless data-based collaboration across departments.

2. Case Prioritization Issues

It was difficult to determine the priority of open cases, and urgent matters couldn’t be clearly identified. By bringing the sales and service teams together on a single platform, QNB eFinans gained 360° visibility into customers and streamlined prioritization processes.

3. Delays in Handling Critical Cases

Resolution times for critical cases were falling short of expectations, and response actions were often delayed. Color-coded categorization was introduced for open cases, allowing teams to immediately identify urgent issues. Automated alerts and emails were implemented to accelerate response times.

4. Manual Communication and Time Loss

Customer communication was handled manually, leading to inefficiencies and wasted resources. With Salesforce, customer messaging was automated, allowing teams to allocate their time more efficiently.

Key Gains for QNB eFinans

• Stronger data sharing and collaboration between sales and service teams

• Faster prioritization and resolution of customer cases

• Instant identification of critical cases with automated notifications

• Streamlined, automated communication eliminating manual effort

With Salesforce, QNB eFinans gained a modern service infrastructure that enhances both speed and collaboration in customer processes. All customer interactions are now tracked in real time, and critical situations can be addressed quickly and in a coordinated manner.