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
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

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
More about the business solution

1Point1’s strategic customer support overhaul empowered the fintech company to deliver fast, reliable support with a leaner team, optimized processes, and real-time adaptability.

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