Connecting customer service with payment operations

Axepta BNP Paribas brought payment operations into Salesforce with FinDock, uniting sales, billing, customer service and payments on one platform and processing around 15,000 recurring payments every month.

Axepta BNP Paribas is a leading European payment service provider, helping businesses accept and manage payments through payment terminals, e-commerce and omnichannel payment solutions. Customer service is one of its key differentiators, but as the business grew, customer, billing and payment data became spread across disconnected systems.

Rather than introducing another specialist payment platform, Axepta BNP Paribas chose to continue building on Salesforce. Together with FinDock, the company brought payment operations into Salesforce, creating one connected platform for sales, billing, customer service and payments.

Today, Salesforce Revenue Cloud and FinDock support Axepta BNP Paribas' complete quote-to-cash journey, processing around 15,000 recurring payments every month while giving employees a complete view of every customer from one connected platform.

Customer-first service required more than connected systems

Before its transformation, Axepta BNP Paribas' customer journey was spread across three different systems.

Salesforce supported lead management, order management and customer service. Invoices were generated in EOS, while direct debit processing and payment reconciliation took place in SAP. Each application fulfilled its own purpose, but together they created operational complexity and a fragmented landscape.

When a customer called with a question about an invoice or payment, customer service employees often had to search across multiple systems before they could provide an answer. Information was fragmented, reporting was split across applications and different implementation partners maintained different parts of the landscape.

For an organization where customer service is a key differentiator, that wasn't the experience Axepta BNP Paribas wanted to deliver.

"Customer service is key for us. We wanted our employees to have a complete view of the customer whenever someone gets in touch. Bringing payment operations into Salesforce means they no longer have to switch between systems and can immediately see everything they need to help the customer." Frederik Libbrecht — Salesforce Lead at Axepta BNP Paribas

Bringing payment operations into Salesforce

Because Salesforce was already the strategic platform for customer-facing processes, Axepta BNP Paribas chose to continue building on that foundation. After their initial Salesforce implementation, they decided to extend their solution with Salesforce CPQ and Salesforce Billing. FinDock completes the solution by bringing payment operations directly into Salesforce, connecting billing, collections and reconciliation into one platform, providing a single view for customer service. Rather than treating payments as a back-office process, payment operations became part of every customer interaction.

FinDock brings this together across three areas: processing, recovery and reconciliation. Here's what that looks like combined with Salesforce for Axepta BNP Paribas' complete quote-to-cash journey.

Today, the complete quote-to-cash journey runs inside Salesforce with FinDock.

Behind this process sits a flexible payment operation that supports every payment scenario Axepta BNP Paribas offers. Businesses can either rent payment terminals through recurring contracts or purchase them outright. Rental agreements generate around 15,000 monthly collections through SEPA Direct Debit, while one-off purchases, replacement accessories and service fees are invoiced separately.

Customers can pay through either SEPA Direct Debit or SEPA Credit Transfer, with incoming transactions automatically matched to the correct customer, invoice and payment schedule inside Salesforce. Refunds are also processed through FinDock, while reminder and debt collection processes continue within Salesforce. This ensures every payment event becomes part of the complete customer journey and customer service always has an up-to-date view of every payment interaction.

Better payment operations create better customer experiences

Bringing payment operations into Salesforce transformed both the employee and customer experience. Customer service teams now have immediate access to contracts, invoices, payment status and customer history from a single customer record, while automatic reconciliation, Guided Matching and integrated business processes simplify payment operations behind the scenes.

The result is one platform where employees spend less time searching and managing exceptions, customers receive faster and better-informed support, and Axepta BNP Paribas delivers both efficient payment operations and seamless payment experiences. Resulting in an increased CSAT score of 3,95/5 in 2024 to 4,16/5 in 2025. A substantial improvement for a year-over-year change.

Building on a future-ready platform with Agentforce

With customer, billing and payment data working together in Salesforce, Axepta BNP Paribas continues to expand what their Salesforce platform can do.

One example is an Agentforce use case that supports customer service employees during contract cancellations. The agent identifies contract types, calculates notice periods and prepares the information employees need before guiding customers through the cancellation process.

By building on one connected Salesforce platform, Axepta BNP Paribas has created a foundation that supports continuous innovation without introducing new silos or disconnected applications.

A partnership that supports continuous improvement

Frederik highlights the collaboration throughout the implementation and the ongoing partnership with FinDock.

"Whenever we have a question or run into a problem, FinDock responds very quickly. They're always willing to jump on a call and work through it together. It really exceeds our expectations. What I also appreciate is that the partnership doesn't stop after implementation. Through product updates, webinars and early insights into new capabilities, FinDock continues to help us get more value from our Salesforce platform." Frederik Libbrecht — Salesforce Lead at Axepta BNP Paribas

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By bringing payment operations into Salesforce, Axepta BNP Paribas has created a platform where all customer data lives. Employees can help customers faster, payment operations run more efficiently, and the business has a foundation that will continue to evolve with Salesforce and Agentforce. It's a combination that delivers better operational efficiency, better payment experiences and, ultimately, customer payment happiness.