Web interface for submitting cases to the Call Center offers automatic Salesforce integration and user autonomy
Financial / Fintech
"The volume of calls for basic maintenance generated manual records and overloaded our operation. Zappts understood that we needed to give autonomy to the user and developed an intuitive web interface fully integrated with our Call Center in Salesforce. Today, the client opens and tracks their tickets without needing to access parallel platforms."
Client (PagoNXT)
Client Challenge
The main need of the project was to offer users complete autonomy to request maintenance services directly through a new web interface. For the self-service to be complete, the solution needed to go beyond simply opening new tickets, also allowing users to track ongoing cases and have easy access to the history of closed cases.
Zappts' Role
Our team developed a highly intuitive maintenance screen, specifically designed to facilitate the creation of routine cases, such as requesting new reels and configuring POS machines. The major efficiency breakthrough of the solution was ensuring that these records were automatically sent directly to the Call Center operating in Salesforce, which significantly streamlined the scheduling stage.
Results
The implementation of the new interface had a direct impact on the service operation, resulting in a reduction in the volume of calls to the Call Center and eliminating the bottleneck of manual maintenance records. By centralizing the operation, the client's interaction with the Merchant Portal improved significantly, making the process much more dynamic and completely eliminating the need for users to access other parallel platforms to make their requests.
About the company
PagoNXT is a startup of the Santander Group, a world leader in providing payment solutions for merchants, international companies, SMEs, and consumers. As a global and constantly growing company, it is necessary to keep the team always developing, updating on new solutions, and mainly aligning objectives so that everyone moves together in the same direction. Seeking to meet the needs of its clients, PagoNXT aims to frequently create new products in order to facilitate processes through a one-stop shop for innovative payments and integrated solutions.
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