How an European Fintech company improved its customer support and B2B sales processes with Otonomee
A leading European Fintech company grew its customer base and maintained its reputation for excellent service with an improved sales development strategy and a dedicated cx team.
The Challenge: Maintaining hands-on customer support while scaling operations
One of their unique selling points is its focus on the customer experience. They aim to provide an alternative to regular brick-and-mortar banks, making sure a person is always available to provide support, removing the bureaucracy associated with typical banks.
From the start, the founders were very hands-on, taking calls and dealing with customers, but this wasn’t sustainable – their Chief Operations Officer knew they needed to be able to hand CX operations over to someone who could dedicate their time to provide a speedy resolution with a high level of customer experience. For them, Otonomee was the clear choice, “We chose Otonomee as our partner to manage every touchpoint of our customer journey: the team brings a wealth of experience working with some of the world’s most iconic brands.”
The Solution: A comprehensive approach to customer experience and sales development
Leveraging Otonomee’s experience in the field, they analyzed the current state of the Fintech company processes, moving towards a more streamlined procedure, all while keeping customer experience at the forefront.
The initial focus was on speedy response times, to keep up the clients’ view that there should always be a helping hand available when the customer needs them, which led to the expansion of the CX team.
In addition to CX, Otonomee redefined their sales development strategies from scratch, including lead generation, outreach communication, and product demo processes. This comprehensive approach allowed them to significantly grow its customer base and maintain its reputation for excellent service.
The Benefits: Transforming customer support, improving quality, and driving growth
Through their collaboration, the Fintech company entrusted Otonomee with full ownership of their customer support operations and sales functions. One of the first focus points for Otonomee was how agents are trained when they come onto the team. With training and quality as focal points, a new training curriculum and schedule, as well as optimized quality processes were implemented, ensuring that agents are fully prepared and excel at every touch point. Leveraging their customer experience manager, Otonomee analyses a portion of calls and chats, issuing regular feedback and scorecards at the end of the month, to ensure that agents are meeting and exceeding expectations.
The addition of a Sales Development team had a direct impact on their customer base, contributing to a remarkable 1400% increase during the first year of this partnership.
Additionally, Otonomee’s Voice of the Customer function provided valuable insights, improving both operational efficiency and customer satisfaction.
This quality of service achieved through this partnership, both on customer support and sales operations did not go unseen with the client remarking that “From nurturing prospects through to onboarding members, we have been able to drive efficiencies through a collaborative and trusting approach, all while having a platform for scale.”
