Aduno Payment Services

Aduno, the payment system provider for credit cards, is planning to draw up and process its contracts entirely electronically and thus to replace paper contracts. Thanks to the customised application from PARX, which is based on the Salesforce Platform, field sales staff can now set up contracts directly while they are with the customer. The error rate has been reduced as a result and the customer gets its payment terminal sooner and can start processing credit card payments.


Aduno provides payment terminals and automated bill processing for all standard credit cards. The company offers its solutions through its field sales staff, who conclude acceptance contracts for the payment service directly with the customer. Until now, this has been done using paper contracts. These were then recorded in Salesforce in the back office, verified and returned to field sales if there were any irregularities. «The error rate was very high because the contracts were filled in by hand and they are very complex and extensive. This sometimes led to delays in connection and delivery of the customer's terminals», says Frank Winkler, Project Manager Distribution Management with the Aduno Group.

Aduno has been using Salesforce successfully since 2011. PARX supported the company with the introduction of Salesforce and has been developing the solution continually ever since. Frank Winkler, Salesforce Project Manager at the Aduno Group: «What we really like about PARX is not only that our wishes are taken up and implemented quickly, but also that the consultants understand and follow our business. They are therefore able to help in designing the content of the solution.» It was thus an obvious step to integrate contract processing into Salesforce, too, and to do so with Aduno's trusted partner PARX. The data relating to leads is also included in Salesforce, which means that no data migration or connection to external systems is required.

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«What we really like about PARX is not only that our wishes are taken up and implemented quickly, but also that the consultants understand and follow our business. They are therefore able to help in designing the content of the solution.»

Frank Winkler,
Project Manager Distribution Management at the Aduno Group

Contract wizard in corporate design

PARX developed a contract wizard based on the Salesforce1 Platform, which can be filled out in the field on a tablet. The customer signs the acceptance contract by e-signature on the tablet. The contract wizard matches the corporate design of Aduno in every respect and thus makes a professional impression on the customer. Thanks to the use of the so-called Bootstrap front-end framework, the design is responsive and adapts to the respective end device.

Complex interdependencies and validations

As the acceptance contracts are extensive and a large number of technical and legal questions must be answered, the programming was extremely complex. There are many interdependencies. For example, the use case (new customer, change of proprietor, change of legal form, cross-selling) determines the content and composition of the contract. Interdependencies between individual contract components are identified and completed automatically. Certain default values, for payment transfers and fees for example, are filled out in advance. A plausibility check of the details required for connection is also carried out. Depending on the contract status (draft, offer, contract), obligatory fields are validated. Certain fields such as the account number and e-mail address are also checked. Discounts that have been given are verified. Any deviations from the regulations are indicated in a separate document which is only accessible internally. In the application, the field sales staff only see the leads and accounts that are relevant to them thanks to the sophisticated logic. They can convert leads directly from the contract wizard. And they can update and view the contract status on a tablet in the field.

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«As nothing is sent by post and the correction loops have disappeared, the connection speed has increased by two thirds. As a result, customer satisfaction has increased and the Aduno solution can be used more quickly and generates turnover sooner.»

Frank Winkler,
Project Manager Distribution Management at the Aduno Group

Error-free contracts at a stroke

«Filling in the contract by hand led to a lot of mistakes and a great deal of follow-up work. As a result, more than half of the paper contracts had to be returned to the customer», explains Frank Winkler, and he continues: «This led to long connection times and processes that were not customer-friendly, combined with a loss of image.»

Thanks to the contract wizard, all digital contracts have now become error-free at a stroke – not a single contract had to be returned to field sales or the customer! «Just ten weeks after introduction of the wizard, 60 percent of the contracts were being concluded electronically», says Frank Winkler. The data quality as a whole has been improved. The follow-up work required at Aduno has been reduced to an absolute minimum. «As nothing is sent by post and the correction loops have disappeared, the connection speed has increased by two thirds. As a result, customer satisfaction has increased and the Aduno solution can be used more quickly and generates turnover sooner», explains the enthusiastic customer, and continues: «Faster connection is a real advantage over our competitors because none of them has such a modern solution in use.»

Further extension to partners

Now the contracts for payment with Postfinance and American Express are being integrated. There are special distance contracts for online shops, which are also to be concluded using the contract wizard in future.

External sales partners who run Aduno terminals and payment processes are also to record their contracts digitally on tablets in future. PARX will deliver this through the partner community. The challenge in this connection is that the resellers should be allowed to see their own leads only and to handle pricing themselves on the terminals. More exciting hours of development lie ahead of PARX.