iBanFirst improves sales, IT, and compliance with secure connections

Overview: When it comes to business communications, iBanFirst could not afford to leave anything to chance. With 8x8 Work, employees now enjoy clearer conversations, deeper insights into calls, and no longer miss sales opportunities. Compliance controls have been strengthened, while the IT team is freed from constant troubleshooting and user complaints to focus on strategic improvements.

"Clients can reach us easier now, and we know they will have a great experience, making them less likely to defect to a rival currency provider."

Quentin Mangeant

Head of IT, iBanFirst

A fintech leader with no room for missed callslink to this section

When Quentin Mangeant, Head of IT at iBanFirst, joined the fast-growing fintech firm, he quickly spotted a problem holding the business back. Despite having upgraded from an inhouse developed phone system to a cloud solution, poor call quality was still frustrating sales teams, slowing customer onboarding, dropping calls, and creating a flood of IT tickets every week.

With more than 350 employees across 10 European countries, iBanFirst has rapidly become a trusted partner for small and medium multinationals managing cross-border payments. Clients rely on the company’s powerful digital platform, supported by top foreign exchange (FX) experts, to hold, collect, and send funds in over 30 currencies—often as part of customized currency risk management strategies.

“We were using a previous cloud solution and had call quality issues,” recalls Quentin. “On average we had to deal with 20 IT tickets per week, plus complaints from our sales teams and end users. It was clear we needed a better partner and a more reliable platform.”

Choosing the right partner and platformlink to this section

Quentin led the search for a solution that could connect 15 European locations, meet strict compliance requirements, and make life easier for both sales teams and IT. The answer came with 8x8 Work, an integrated communications platform, delivering crystal-clear voice, advanced analytics, mobile flexibility, and seamless integration with business tools—all in one secure, easy-to-manage solution.

Guided by 8x8 Professional Services, iBanFirst successfully migrated around 190 users across its European offices. “The process was very smooth,” Quentin says. “We were able to import all our phone numbers from the old system. 8x8 Professional Services also did an excellent job, and made sure our people were fully trained and ready to go on day one.”

Clearer calls, stronger compliance, smarter insightslink to this section

Today, phone conversations are recorded for regulatory compliance, a business imperative for financial services companies.

“We rely on 8x8 Work for managing all external calls with clients, primarily in the office via softphones,” says Quentin. “Our sales team loves the mobile app because it allows them to stay connected when working remotely and on the go. Staff find 8x8 much easier to use, for example, when transferring calls. Additionally, our managers appreciate the whisper feature, which aids call monitoring and training.”

The company also benefits from improved enforcement of compliance controls. For example, by ensuring employees only call secure, approved client numbers, and validating incoming client calls and automatically displaying their records onscreen.

Likewise, new call analytics capabilities enable managers to track individual performance and the number of sales calls made throughout the day. iBanFirst is also exploring 8x8 AI-powered tools such as sentiment analysis to develop a deeper understanding of customer behavior.

"We feel like we’ve finally got a corporate solution. There’s less firefighting and fewer user issues, allowing us more time to manage projects and focus on improvements. That’s personally satisfying because I enjoy work variation and collaborating to find solutions. It’s also rewarding to see people evolve and grow."

Quentin Mangeant

Head of IT, iBanFirst

Measurable impact on sales and IT efficiencylink to this section

Improving voice communications has positively impacted sales revenue. The company is conducting more business with clients, now that conversations are much clearer and there’s less chance of missed calls. In addition, iBanFirst identified another innovative opportunity to strengthen customer loyalty.

“The 8x8 mobile app has helped streamline our sales process,” says Quentin. “Clients can reach us easier now, and we know they will have a great experience, making them less likely to defect to a rival currency provider.”

Life for the IT team has gotten better too. Since moving to 8x8, ticket levels have reduced by around 95%, and it’s much quicker to provision new licenses and make system changes.

Looking aheadlink to this section

With Portugal and Luxembourg set to migrate next, iBanFirst is planning to expand its 8x8 platform across more office locations, deepen its use of AI tools, and further enhance compliance workflows.

“We feel like we’ve finally got a corporate solution,” notes Quentin. “There’s less firefighting and fewer user issues, allowing us more time to manage projects and focus on improvements. The possibilities going forward are endless, and I’m excited to explore how we can use AI to understand and serve our customers even better.”