Paysafe,a global leader in payment solutions, offers an extensive range of online payment services such as e-cash, payment processing, and digital wallets. Paysafe operates through multiple brands and provides the technology that powers everyday transactions and serves over 145 million customers of diverse sizes and scales. With a firm commitment to customer satisfaction, Paysafe seizes every opportunity to find new ways to optimize its operational efficiencies and stay ahead of regulatory changes.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Chalange
Paysafe has grown quickly in recent years, particularly through acquisitions. Despite the massive expansion of the business, they still needed to achieve enterprise-wide operational efficiencies and alignment. Thus, they shifted their focus mainly to customer service, merchant operations, and risk management. However, due to a lack of consistency in the process and missing uniformity across the acquired brands, manual work became a significant obstacle. Paysafe recognized the sheer need for streamlining the core process would not only amplify its operational efficiency but also align its newly acquired brands with its core objectives.
Solution
In 2020, Paysafe partnered with Tecnologia, an industry expert in automation and technology migration to handle its operational inefficiencies and compliance concerns. This collaboration mainly focused on two key workstreams: Automation Delivery and Mobile Chatbot Migration. The motive was to reduce reliance on manual processes and ensure continued compliance with regulatory standards.
Automation Delivery
The Paysafe Automation365 team specializes in Cognitive and Robotic Automation. The objective of this association was to identify the obstacle so that they could design, build, test, and deploy automated solutions using UiPath Automation Software. So far Tecnologia has delivered 28 automations across three core business functions: Merchant Services, Consumer Services, and Risk Management. These targeted several manual processes, with an emphasis on automating repetitive tasks to ensure transparency through the process flow. With this, Paysafe can heavily streamline operations by reducing manual effort while getting better process consistency out of its brands.
Mobile Chatbot Migration
In addition to automation, the migration of mobile chatbots was highly needed for Paysafe. Tecnologia led the migration of Paysafe’s chatbots from web-based ones to mobile ones, both Android and iOS. The move was one of the key prerequisites to achieving advanced customer service-to enable fluent communications via native mobile applications.
The Technology Stack
These technologies also allowed Paysafe to devise agile, scalable solutions to meet their diverse operational needs. They even allowed seamless interactions between virtual agents-aka chatbots-and live customer service agents to ensure that any customer issues that needed escalation were truly resolved.
The Results
- 30+ processes delivered: Over 30 core processes across major business functions were successfully automated, hence allowing major improvement in process standardization and efficiency of operations.
- 30,000+ hours delivered back to the business: Automation freed over 30,000 work hours annually which led to more value-driven initiatives like customer service and strategic growth projects.
- 100% SOX compliance in Settlement process automation: The settlement process was one of the key targeted areas for automation. The automated solution fully complied with the Sarbanes-Oxley Act, thus enabling Paysafe to follow regulatory requirements and ensure minimal risk of human error.
- 95% + success rate in bot case completion: Case handling and customer support yielded a success rate of over 95%. Thus improving times of response and the quality of the service. This resulted in a smoother customer experience and increased client satisfaction.
- SDK for native platforms: Tecnologia developed a Software Development Kit (SDK) to smoothen the communication between virtual and live agents across multiple mobile platforms. This SDK facilitated immaculate customer service interactions and enhanced overall operational flexibility.
Tecnologia employed a robust technology stack to support Paysafe’s goals, including:
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Tecnologia alliance emphasizes the uses of automation and technology migration to transform business operations. Paysafe has managed to overcome issues regarding operational inefficiency, compliance challenges, and demands for customer service with automation and big data migration. Paysafe has transformed the game completely, delivering 30,000 hours back to the business, ensuring 100% SOX compliance, and achieving a botcase completion success rate of over 95%.
