The project’s essence

R&DIUM Capital helps businesses all over Australia to qualify for the government’s R&D tax incentive – a program that lets save on tax when developing ground-breaking products. As the number of applicants began to grow exponentially, R&DIUM Capital faced the need for revamping their outdated platform used for processing and managing applications.

Each of the company’s five operational cycles, from application processing to identity validation to client support, was burdened with undocumented code and constant database syncing issues. The legacy .NET solution ceased to deliver to R&DIUM Capital’s business needs and became a blocker. It not only decreased the amount of processed clients, but it complicated the existing client load. Furthermore, outdated methods of gathering and processing personally identifiable information were causing legal and operational inconvenience to the company and its clients.

Understandably, R&DIUM Capital was looking to move to a more sophisticated business logic that would automate operations, enhance customer experience, and get compliant with data regulations. Given that the client’s existing platform was a part of its broader operational ecosystem, Avenga helped R&DIUM Capital approach the change holistically by designing the new solution’s architecture from the ground up and then successfully implementing the platform.

The way out

Salesforce has already been a part of the client’s platform. Yet it had been used only for record management – Salesforce needed to play a bigger role in company operations. Our team started with an in-depth analysis of client goals to shape a solution compatible with R&DIUM vision. 

Following a one-month design phase with Avenga’s Salesforce Business Analyst and Salesforce Solution Architect, Salesforce Experience Cloud was adopted as the core technology of Avenga’s solution. As soon as we completed the data migration, we eliminated all syncing problems - with the help of Equifax, R&DIUM’s credit data partner. Our experts have worked through its bugs and rendered it understandable for the final user, while cutting on the client’s infrastructure expenses. 

With the new data models aligned with the existing data processing pipelines, Avenga started automating client applications processing, identity validation, document management and storage, thus enabling clients for refined self-management with the help of a clean and simpler UI on the Salesforce Experience Cloud. Because identity validation had been one of R&DIUM’s most painful problems (Australian law now forbids gathering ID scans), Avenga moved them to Green ID – a modern, compliant SMS and email-powered ID verification service. We thoroughly integrated GreenID into the new Salesforce ecosystem.  With the service’s integration connector developed simultaneously with our project, we kept communicating with Green ID’s team to prepare the integration in advance.

Our final challenge was to put the finishing touches on the client application processing functions: more secure and efficient document creation, storage, and management. The combination of Salesforce with Conga Sign and Conga Composer worked just the way we planned. Now, R&DIUM Capital’s clients can create, view, and manage their documentation instantly. Also, the Box integration allowed us to establish secure document storage. As a result, R&DIUM Capital’s operations are business-efficient and 100% compatible with Australian law on personal data protection.

Avenga finished off the project by ensuring the long-term flexibility and success of the solution. Leveraging their Salesforce DevOps expertise, Avenga designed a release system and infrastructure, letting the client continuously improve the solution through micro and major releases, which saves R&DIUM time and budget.

The output

• A 50% increase in processed loans, as the sales team now spends 50% time less to assess applications with customer data preloaded from CBO reports.

• A 100% improvement in client document security ensured by R&DIUM Capital’s migration from email to Box – integrated with Salesforce.  

• A 95% improvement in client data security as Green ID automatically handles identity verification.

• A 60% increase in client satisfaction showcased with a 60% decrease in client support calls just two months since the project’s release.

• Enhanced sales efficiency as the sales team is now more focused on working directly with customers rather than chasing documentation through email. 

• Reduction in maintenance costs with no bugs to fix and no daily operational issues.

• Improved customer experience resulting from the smooth and automated data integration with the Australian Tax Office.