How Exness Centralized Global Client Communications with GoTallo

Who is Exness

Exness is a global multi-asset broker founded in 2008 with the mission to reshape the online trading industry. Driven by a desire to create a platform that truly benefited their clients, offering them the best chance of success when trading the markets. Their fresh approach resonated with traders around the world, leading Exness to become an industry leader.

Exness offers forex, cryptocurrency, stocks, indexes, metals, and energies CFDs, all of which can be traded on a proprietary Exness trading terminal. Their team of over 2,000 tech professionals and thought leaders continues to work on creating a marketplace built on ethics and integrity. With employees from over 90 countries spanning across 4 continents, Exness is a diverse and international company.

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Challenges

As Exness expanded globally, much of its client communication was being conducted through managers’ personal devices and private messaging accounts. This created several operational risks, including:

-> No visibility for Team Leaders into ongoing client conversations
-> Scattered communication across tools like Facebook Messenger and WhatsApp
-> Increasing data privacy and security risks from personal-device usage

Because interactions happened outside Salesforce, Team Leaders couldn’t monitor how conversations were handled, ensure service quality or verify compliance with internal communication guidelines. Important messages lived on private phones and personal accounts, creating inconsistent service and making historical context difficult to maintain when employees changed roles or left the company.

These operational gaps quickly turned into governance challenges. With no centralized communication hub tied to Salesforce records, Exness lacked a unified, auditable trail of client interactions across the full customer lifecycle. Personal accounts were never designed to handle sensitive communication, leaving both clients and employees exposed to unnecessary privacy and security vulnerabilities.

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Why GoTallo

Exness needed a solution that could pull all communications into Salesforce, where the rest of the client lifecycle already lived. The goal was to unify and track every conversation while ensuring data protection, operational transparency, and support for high-volume service teams across multiple regions.

GoTallo stood out due to its native Salesforce messaging layer, consolidating conversations from high-usage channels such as WhatsApp, Facebook Messenger, LINE, and WeChat. Instead of managing communication outside the CRM, GoTallo would bring everything into a secure, structured environment, giving managers visibility into interactions, linking every conversation to the correct client record and ensuring compliance with internal data privacy policies.

For Exness, this was the missing piece to create a fully centralized and traceable communication operation.

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Solution

Exness first activated Facebook Messenger through GoTallo, which went live in just one sprint thanks to the platform’s out-of-the-box capabilities. WhatsApp followed shortly after, with quick implementation aside from adjustments needed for open numbers. As the rollout expanded, Exness added a custom Account component and a number masking solution to comply with internal privacy requirements.

Open numbers are not allowed to be transferred directly. As part of a joint effort, GoTallo delivered the global initialization method, while Exness integrated it to support programmatic chat session creation.

Today, GoTallo runs across Salesforce Production and Sandbox environments using a dedicated Integration User with strict API-enabled permissions. WhatsApp is now the primary messaging channel, replacing Facebook entirely. Eight WhatsApp numbers serve Asia, MENA, SSA, and LATAM, with distinct categories for client and partner managers. Agents can respond directly from Salesforce using templates, ensuring consistent, fast, and high-quality replies.

Every inbound and outbound message is logged on the conversation record, making the full history completely auditable.

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Results

With GoTallo in place, Exness eliminated the need for personal devices in client communications, fully protecting employee privacy and reducing operational risk. All conversations now run through a single, secure, Salesforce-native platform, giving complete visibility into communication flows across global teams.

Exness is now capable of handling spikes of 77.000 messages a month with ease using GoTallo, a clear evidence of higher adoption and smoother communication processes. Managers now have real-time oversight, conversations are traceable, and support quality is consistently monitored across regions.

What was once a fragmented and risky communication process has become a unified, scalable, and fully compliant operation powering client engagement worldwide.

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Conclusion

The introduction of GoTallo has not only unified Exness’ communication workflows but also improved day-to-day operations for teams across Sales, Service, and Marketing. Because the solution is 100% native and integrated with the current Salesforce environment, adoption was fast, intuitive, and required no developer-heavy setup. Teams immediately benefited from having all conversations in one place, supported by GoTallo’s responsiveness in resolving connectivity issues, onboarding new numbers, and even proactively exploring enhancements such as audio recording within Salesforce or enabling Screen Flows that send templated WhatsApp messages to multiple contacts at once.

Looking ahead, Exness continues to expand its digital communication capabilities, with an eye toward adding new region-specific channels to better support its global client base. With GoTallo already established as a flexible, scalable, and reliable communication layer inside Salesforce, it is well positioned to remain a core part of Exness’ customer engagement strategy moving forward.

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Schedule a call with our team to understand how GoTallo can optimise your communication operations

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