Success
Migration

Business challenge

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Client Processing Doubled with 
Experience Cloud 

R&DIUM Capital’s legacy systems limited scalability, increased manual effort, and complicated user security. They needed scalable Salesforce platform to integrate systems, streamline processes, and support growth.

AI summary
Solution

Solution

  • Re-platforming of the legacy .NET client portal on Salesforce Experience Cloud 
  • Automation of application processing and real-time data exchange with the Australian Tax Office 
  • Integration of Green ID, Conga, and Box for secure identity management 

“Avenga’s agility and responsiveness have been vital in delivering a tailored solution. Working with them felt like having an extension of our team.”

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Ronald Holmes

CTO, R&DIUM Capital 

Results

Results

60% 

fewer client support calls within two months

Process

Results

50% 

increase in processed loans after transformation

Services

Salesforce

Doubling Client Processing Capacity with Salesforce Experience Cloud 

Business challenge

R&DIUM Capital helps businesses across Australia qualify for the government’s R&D Tax Incentive, supporting companies investing in eligible research and development activities. As application volumes grew, so did the demands on R&DIUM’s technology infrastructure. 

Its legacy .NET client portal formed part of a broader operational ecosystem but required teams to work across multiple systems. Undocumented code, recurring database synchronization issues, and fragmented workflows increased the effort required from sales and support teams and limited R&DIUM’s ability to process a growing number of applications. 

Handling personally identifiable information created an additional challenge. Existing identity checks relied on collecting ID scans, while Australian requirements called for a different approach to managing and verifying sensitive customer information. 

Salesforce was already part of R&DIUM’s technology environment, primarily used for record management. The company needed to expand its role and create a scalable platform that could connect existing systems, reduce manual processing, improve data handling, and support continued growth. 

Solution

Salesforce Experience Cloud became the client-facing layer of the new platform, combining standard components with custom Lightning Web Components where R&DIUM required additional functionality. Our experts defined how Salesforce automation capabilities would work together across the solution, reducing unnecessary dependencies and making future development easier to maintain. We connected Salesforce with specialist services rather than forcing every capability into the core platform. Box provides document storage, Conga supports document workflows, and third-party REST APIs connect external services. We also migrated legacy data into new Salesforce data models aligned with R&DIUM’s existing processing pipelines, eliminating recurring synchronization issues.

Our team redesigned key application and customer-management processes to reduce repetitive administrative work across R&DIUM’s teams. Client data could move through the new environment without employees repeatedly gathering and transferring information between systems.
We also connected the platform directly with the Australian Tax Office. Instant data exchange replaced manual steps in a core part of R&DIUM’s service and gave teams faster access to the information required to process applications.

R&DIUM’s previous identity-verification process depended on collecting ID scans. We introduced Green ID as an integrated digital alternative and worked directly with the provider while its Salesforce connector was still being developed to prepare the integration ahead of release.
We integrated Conga Sign, Conga Composer, and Box to bring document creation, signing, management, and secure storage into the digital experience, reducing R&DIUM’s reliance on email-based document exchanges.

We established the release infrastructure and DevOps practices needed to keep the new platform evolving after its initial release. This allows smaller enhancements to be introduced alongside major platform updates.
Our team also implemented a switch mechanism that kept existing processes available while their replacements were introduced, allowing R&DIUM to move functionality to the new environment progressively.

Continuous monitoring with Dynatrace, automated CI/CD via Azure DevOps, and a round-the-clock helpdesk safeguard the new ecosystem. As a result, Marginalen Bank have the tech capacity to launch future products on Mambu in days rather than weeks.

Process

Discover

Avenga brought together stakeholders from Australia, Ukraine, and the United States for a series of design-thinking sessions focused on R&DIUM’s existing processes and future requirements. 
Together, we mapped the desired future state, identified relevant data points and automation logic, and examined where the existing portal and integrations were creating operational friction. 

Define

Based on the discovery findings, we created a blueprint for the new platform and wireframed the future screens. Our experts defined how Salesforce Experience Cloud would interact with R&DIUM’s existing data pipelines and external services. 
This established a shared view of the future user experience and technical architecture before implementation began.

Develop

Our experts built the new Salesforce environment, migrated legacy data into the redesigned data models, and implemented the integrations defined during the design phase. 
Working across the different solution components, we brought the client journey, internal Salesforce environment, and external services together in one connected architecture. 

Deliver

Rather than moving every process at once, we introduced new functionality progressively while R&DIUM continued serving existing clients. 
Following the initial release, the DevOps setup provided a foundation for smaller, more frequent enhancements, reducing R&DIUM’s dependence on large system updates for future changes. 

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Results

  • Greater processing capacity. R&DIUM can process 50% more loans, while preloaded customer data reduced the time sales teams spend assessing applications by 50%. 
  • Lower demand for client support. Support calls decreased by 60% within two months of release, indicating a smoother experience for clients using the new platform. 
  • More time for customers. Integrated data and document workflows reduced the need for sales teams to chase information through email, freeing more time for client-facing work. 
  • Stronger handling of sensitive information. Digital identity verification replaced the collection of ID scans, while Salesforce-integrated Box provided a more secure alternative to exchanging client documents through email. 
  • Lower maintenance effort. Removing recurring synchronization problems and establishing a more stable platform reduced the day-to-day operational issues associated with the legacy environment. 

Is there a process or logic in your business that can become just better with Salesforce Experience Cloud? We think there is!

Let’s talk

R&DIUM Capital now has a connected digital platform that can support increasing application volumes without adding the same operational complexity. Client data, identity checks, documentation, and external information exchange come together within the Salesforce ecosystem, while the release setup gives R&DIUM the flexibility to introduce further improvements as its needs evolve. 

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