From Zero to +2 Million Customers: Supporting the Disruptive Success of a Fintech
Results
Challenge
The challenge was ambitious: build an omnichannel experience for the customers of an emerging fintech from scratch, positioning itself as a benchmark in the financial ecosystem. The mission was to design and implement a customer service model capable of supporting its rapid growth and meeting the market’s high expectations.
The challenge was not only structural but strategic: transforming a fledgling operation into a comprehensive service that would connect with the needs of millions of users.
Solution
Apex designed a comprehensive solution focused on digital customers, creating specific customer journeys, sizing the operational structure, and establishing efficient workflows.
After three years of collaboration, the team grew to more than 300 people managing Financial Solutions, Benefits, General Inquiries, Social Media, Cash In, B2B, VIP, Telephone Channel, and Fraud, ensuring efficiency and resolution in each case. This strategic and consultative approach consolidated the operation, enhancing the omnichannel customer experience.
Value Added
Adaptability and scalability were key to transforming an emerging service into a robust and highly efficient operation. Through advanced analytics, process automation, and customer-focused strategies, we improved operational efficiency and optimized response times.
Additionally, we implemented a continuous improvement model that allowed us to anticipate market needs, offering a seamless, reliable experience aligned with fintech industry standards.
Results
Thanks to the implementation of this strategy, in 2024 the team resolved over 1 million cases, achieving a 55% resolution rate and an AHT of 616 seconds per closed case. Additionally, with a productivity rate of 5.96 cases resolved per productive hour, we consolidated an agile and efficient operation, supporting Client rapid growth and its solid position in the digital financial ecosystem.