PROBLEM
BVNK is a global fintech platform enabling fast, secure, and borderless payments by bridging traditional and decentralised finance. Operating in a highly regulated financial environment, BVNK needed to connect its front‑end operations with back‑end systems while supporting complex compliance, risk, and forecasting requirements.
As the business scaled, existing processes and disconnected systems limited visibility, efficiency, and the ability to deliver a seamless customer journey.
Key challenges included:
- Disconnected systems and data silos
BVNK’s back‑end platform was not synchronised with Salesforce, preventing real‑time data updates and reducing the value of captured customer information. - Complex compliance requirements
Sensitive compliance data needed to be accessible only to authorised teams, with strict controls governing visibility and access within the CRM. - Inadequate forecasting for a complex business model
Standard Salesforce forecasting did not fully support BVNK’s needs, including ramp‑up periods and multi‑currency considerations. - Manual and fragmented risk assessment processes
BVNK required a streamlined, gated risk assessment process that was easy for customers while delivering immediate insight to internal compliance teams. - Limited customer journey insight
BVNK wanted greater visibility into customer intent and behaviour earlier in the funnel, enabling more personalised engagement throughout the lifecycle.
The business required a scalable Salesforce solution that could unify systems, support regulatory compliance, and deliver meaningful insight across sales, service, marketing, and compliance teams.
SOLUTION
Cooper Parry Digital designed and delivered a bespoke Salesforce solution spanning Sales Cloud, Service Cloud, and Marketing Cloud Account Engagement, tailored to BVNK’s fintech operating model.
The solution included:
- Real‑time platform integration
Salesforce was integrated with BVNK’s back‑end platform to synchronise customer and operational data in real time, ensuring Salesforce acted as a single source of truth. - Enhanced customer insight with marketing automation
Marketing Cloud Account Engagement (Pardot) was implemented to capture behavioural data, automate customer journeys, and trigger next steps based on predefined criteria. - Gated risk assessment workflows
A structured risk assessment process was built within Salesforce, including a custom Risk Calculator that enables compliance teams to evaluate risk instantly as customer data is captured. - Secure internal compliance communications
A bespoke, case‑linked internal chat tool was introduced, allowing compliance teams to collaborate securely without exposing sensitive information to other departments. - Custom forecasting capabilities
A tailored forecasting framework was developed, incorporating ramp‑up periods and currency pairs to deliver more accurate and business‑relevant forecasts. - Advanced document management
A custom Lightning Web Component connects Salesforce to BVNK’s back‑end platform, enabling users to view, download, and request customer documentation directly within CRM workflows. - Service Cloud optimisation
Custom case automation and a Case Timer application provide visibility into service workloads and time spent on cases, enabling data‑driven optimisation of service operations.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital provided BVNK with a connected, compliant, and scalable CRM platform that underpins long‑term growth.
Key outcomes included:
- A 360° customer view across teams
Real‑time data integration and unified workflows give sales, service, marketing, and compliance teams consistent visibility into customer activity. - Improved productivity and efficiency
Bespoke automation and streamlined processes contributed to an estimated 35% increase in productivity. - Stronger compliance and risk governance
Controlled data access, secure communications, and auditable workflows support BVNK’s regulatory obligations. - More accurate forecasting and commercial insight
Custom forecasting features deliver clearer visibility into revenue performance and business growth. - Enhanced customer journeys
Marketing automation enables more personalised engagement based on customer behaviour and lifecycle stage. - Future‑ready Salesforce architecture
The platform is designed to evolve alongside BVNK, supporting new currencies, products, and markets as the business scales.
