Case study

Payscore

Enhance SLA compliance and meet weekend coverage demands by optimizing resources and customer support operations effectively.


Industry: FinTech
Business Model: Shared Team, Dedicated Team
Duration: 2.6 years - ongoing
case study FinTech Payscore
500
Tickets solved / month
24 sec
Average Chat response time
weekend
Extension of covered shifts

Main Challenges

SLA Non-Compliance: The client faced difficulties in meeting the agreed service level agreement (SLA) targets for ticket resolution, resulting in a low compliance rate. This impacted the efficiency and effectiveness of customer support operations.

Weekend Coverage Requirement: The client required customer support coverage over the weekends, presenting a challenge in maintaining consistent and adequate support during those periods. This increased the demand for resources and staffing.

Limited Budget for Outsourcing: The client had a restricted budget allocated for outsourcing customer support services. This posed a challenge in finding cost-effective solutions while still maintaining the desired level of support quality and meeting customer expectations.

IntelligentBee Solution

Meeting SLA targets for ticket resolution: We successfully reached our SLA targets by promptly resolving tickets within the designated timeframe.

Weekend coverage ensured: We implemented a system to provide support and assistance to customers even on weekends, ensuring continuous service availability.

Budget limitation overcome with shared team model: To address budget constraints, we implemented a shared team model that efficiently utilized resources across projects, enabling us to meet the required objectives within the available budget.

Payscore

“Automating income verification requires establishing trust with the applicant immediately. If they have questions, our success and our brand are entirely dependent on answering their questions clearly, accurately, and immediately. The team at IntelligentBee feels like our team. They staff our front line support, respond as if their personal success depended on it, and do so with the thoroughness and excellence that keeps our customers happy, our success metrics off the charts, and our business expanding.”

Stephen Arifin

Founder, CTO of Payscore

http://www.payscore.com

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