Challenge
Surging demand necessitated a swift overhaul of customer care
A dramatic increase in transaction volumes led to a surge in customer service requests for this fintech leader. This spike in requests, especially during peak service hours, overwhelmed the existing support systems. The company faced challenges due to fragmented processes and a limited number of full-time employees managing support inquiries, making it difficult to consistently meet customer demands and maintain service quality.
Slower response times resulted in higher escalations, putting both trust and revenue at risk in a competitive industry. Additionally, system inefficiencies also contributed to employee burnout and increased turnover rates. To enable future scalability and sustainability while supporting rapid global expansion, the fintech company needed a robust, scalable solution to take its customer care operations to the next level. That's where Genpact stepped in.
Solution
Smart solutions for smarter service
The fintech company partnered with Genpact and AWS to deliver solutions that aligned better with its operational needs. Our solution utilized Amazon Connect, an AI-native contact center from AWS, to support the company's operational demands.
At the heart of this transformation was intelligent query routing, which connected customers to the most suitable agents while enabling full-time multilingual chat and messaging support. Tools such as Contact Lens for Amazon Connect added actionable analytics and sentiment analysis capabilities.
Impact
Results that redefined scalability
This solution delivered measurable results that upgraded the customer care standards for the company. CSAT scores rose by 10% to 15%, while first contact resolution rates increased by 15% to 20%. With data-driven resource allocation and process enhancements, average handle times dropped by 10% to 15%, resulting in quicker customer resolutions and improved satisfaction.
Operational scalability improved significantly while maintaining compliance with industry-specific requirements and prioritizing secure data management practices. From immersive training tools to proactive guidance during calls, Amazon Connect supported uninterrupted service even during peak demand periods. Automation and analytics contributed to employee productivity improvements, with observed boosts of up to 30% over three years, reducing the strain on employees and cutting attrition rates by up to 10%.
Seamless, scalable customer care solutions are not just about meeting today's demand but also about preparing for tomorrow's growth. By harnessing the power of AI, data, and innovation, this fintech leader not only scaled its operations but also set new benchmarks for customer service excellence.
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