Accelerating Payment Gateway Support for Fintech

1Point1 helped a fintech company streamline customer support processes, improve case resolution speed, and deliver consistent service across its payment gateway operations.

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THE CHALLENGE:

Delayed Resolutions and Inconsistent Follow-ups

Resolution time stretched beyond 47 hours

Inconsistent follow-ups led to prolonged support cycles

Grievance cases had significantly higher turnaround times (TAT)

Lack of structured workflows impacted customer satisfaction

Business challenge graphic for case study section

Optimized Support Structure and Workflow Automation

• Mapped end-to-end customer service journey

• Assigned dedicated teams for assignment, first response, and calling

• Implemented scorecards to track performance and drive improvement

• Analyzed ticket arrival trends to align staffing with demand

• Enhanced configuration and workflows for seamless team coordination

Results graphic showing ROI and performance improvements

How 1Point1 Helped

• Faster resolution and improved customer satisfaction

• Reduced workload with fewer agents due to streamlined operations

• Scalable and proactive support system that adapts to demand

CX You Can Quantify &
Impact Your Customers Can Feel

55%

Improvement in First Response Time

48%

Faster Average Response Time

60%

Reduction in Average Resolution Hours

30%

Decrease in Workforce Requirement