Card payments
Customer intelligence: the whole customer, one screen
- Client
- A UK card-payments provider (name withheld)
- Sector
- Card payments
- Scale
- £100m+ revenue
A UK card-payments provider's support agents had to jump between separate systems to piece together a caller's history, so they rarely had the full picture when the phone rang. We were brought in to deliver a single-screen view that brings it all together the moment a call connects, so agents answer queries faster, resolve more on the first call, and give customers a noticeably smoother experience.
Technologies
- .NET
- Microservices
- Event Sourcing
- CQRS
- Google Cloud
- Angular
- EventStore
- MongoDB
The challenge
The client, a UK card-payments provider, wanted to improve the speed and quality of its phone support. The problem was that everything an agent needed lived in different places. To understand who they were talking to, an agent had to open several systems one by one to check billing, payment terminal status, delinquency and open support issues. When a customer called, the agent didn't have the full picture in front of them, so calls took longer and customers often had to wait or repeat themselves.
Our approach
We were brought in to deliver a system that recognises the customer as the call comes in and builds a single snapshot on the agent's screen the moment it connects. It pulls together the information that used to be scattered across separate systems, billing, payment terminal status, delinquency and support history, into one view, and it opens a support ticket automatically so nothing has to be logged by hand. Behind the scenes it keeps that picture accurate in real time as the customer's situation changes, and it was built and tested to stay reliable as the business grows.
The result
Now, the moment a call connects, the agent has the whole customer in front of them on one screen instead of opening one system after another. Calls are shorter, more issues are resolved on the first call, and customer satisfaction went up, because the team can spend the call solving the problem rather than hunting for information.
