We’re probably all familiar with Zonky. It’s a fintech that connects investors on one side and people who want to borrow money.
Filip Paseka, then CRM Director at Zonka, accepted the invitation to the second Digital
Transformation Summit, who gave us a look behind the scenes ebay database at using the Salesforce ecosystem to manage the entire company . At Zonka, they are exemplary in using a wide range of Salesforce Marketing Cloud functionalities and are able to quickly adopt the innovations that Salesforce brings . How do they use Customer Journeys for omnichannel communication or how did they automate answering questions within customer service?
Using Salesforce Marketing Cloud
In Zonky, they have a Salesforce multicloud solution. It has been 3 years since they considered what platform they would develop for their fintech company. The main goal was to build a comprehensive and dynamic system , and Salesforce allows for exactly that. Because they wanted to cover a wide range of processes, they chose to use several tools, so-called clouds. Their multicloud solution was completely unique on the Czech market at that time .
In addition to the Sales Cloud , where they have all their products and requests, they use the Service Cloud , thanks to which they quickly interact with customers by using omnichannel, e.g. a live chat agent or a call center. Speed of response is the alpha and omega of success for Zonky in this regard.
Experience Cloud is a tool that Zonky uses to build websites for external customers, which can be thought of as a “peephole” into specific products. An important part of the entire ecosystem is also the Marketing Cloud , which Filip Paseka focused on in more detail in his post.
Marketing cloud in Zonky
In 2017, Zonky faced a crucial decision – choosing a CRM digital marketplace: the biggest and cheapest showcase in the world solution. Six favorites made the shortlist and the choice ultimately fell on Salesforce.
The main reason was the possibility of a “pure” CRM. What do you think of that? Thanks to the ” Customer 360 ” tool, the operator talking to the client sees the same thing as the workflow manager on the other side.
Practical examples : A customer wants to create a loan application that requires supporting documents. However, he does not provide them. What to do next? At Zonky, they decide whether to call him, send him a message, or send him an email. In Marketing Cloud, they use a typical process map (Customer Journey) for this.
Fig. What does using Journey Builder look like – example from Zonka
Another example could be a customer who thailand data has some money in their wallet and needs to be informed – that is, to establish communication .