A leading Fintech platform, serving over 13 million merchants, sought to enhance support for offline merchants and small businesses. The client provides a variety of products to merchants across the country, including speakers, QR codes, and other essential devices for collecting and managing payments.
A leading Fintech platform, serving over 13 million merchants, sought to enhance support for offline merchants and small businesses. The client provides a variety of products to merchants across the country, including speakers, QR codes, and other essential devices for collecting and managing payments.
The client faced significant challenges with managing speaker-related issues among their merchants. Both their in-house team and previous vendor struggled with:
1. Low customer connection rates, leading to unresolved issues and dissatisfied merchants.
2. Slow resolution times, negatively impacting merchant productivity and satisfaction.
3. Ineffective recovery of unused devices, resulting in financial losses and resource wastage.
To overcome these challenges, Futwork implemented a comprehensive and flexible approach to streamline speaker service operations:
Outbound Calling and Troubleshooting: Futwork's team conducted outbound calls to merchants experiencing speaker issues, offering real-time troubleshooting and support. Leveraging Futwork's expertise and advanced in-house tools, we ensured a swift turnaround time.
Device Recovery Program: Futwork launched a targeted initiative to recover unused devices, successfully reclaiming 55% of them. This not only reduced financial losses but also enabled efficient resource reallocation.
Real-time Reporting and Transparency: Utilizing Futwork's in-house tools, the client was provided with complete visibility into the delivery process, ensuring transparency and facilitating data-driven decision-making.
Futwork's solutions had a substantial and measurable impact:
Enhanced Customer Connection: Achieved an 85% connection rate with merchants facing speaker issues, a 30% improvement over the previous vendor and in-house team.
Increased Query Resolution: Resolved 40% of merchant queries on the call, marking a 15% increase compared to the client’s internal benchmark.
Swift Turnaround Time: Consistently maintained a TAT of less than 2 hours, significantly reducing the waiting time for merchants.
Effective Device Recovery: Achieved a 55% success rate in reclaiming unused devices, optimizing resource utilization and reducing costs
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