See how much you can save
PAYFIRMA PROVIDES FASTER CUSTOMER SUPPORT
It can be challenging to choose the right customer support software for your business. There are a lot of companies on the market to choose from, and multiple factors such as pricing, features, and scalability, to take into account.
You can read it all if you scroll down, or you can download it here
Payfirma is a payment processing company in the burgeoning finance space and vibrant Vancouver tech community – in the industry colloquially known as Fintech. Payfirma helps people start businesses, grow businesses, and build great companies.
With a modest support team of four and a monthly caseload that ranges from 800 to 1,000, Payfirma needed a support solution that would give them the tools to efficiently and quickly support almost 10,000 customers in Canada and the U.S.
The crux of Payfirma’s problem was that the team had no visibility into what to action next, which made it difficult to follow up with customers, close cases, and prioritize high-touch accounts. The lack of prioritization was a major issue as Payfirma has many financial institution partnerships which require them to meet certain SLAs for their mutual customers.
With no insight into an efficient workflow, follow-ups were missed, and cases were left open for far too long – all of which boils down to lengthy waits for customers. And in an industry as complex as payment processing, fast service was crucial. “We support many new businesses who have never navigated around the payments world,” says Kevin Byers, Director of Operations at Payfirma. “We needed to focus on giving world-class support in a quick manner, so our customers can focus on growing their business.”
Payfirma already had a support solution in place: a hybrid of regular Salesforce cases and some Support Cloud features, a system that did not give them the workflow they needed. Not only did the solution fail to meet the team’s needs, “further development of our Service Cloud implementation was hindered by the complexity and effort required to get it looking and working as seamlessly as they advertised,” explains Kevin.
HAPPY TEAM, HAPPY CUSTOMERS
The solution works for everyone on the team. As the Director of Operations, Kevin oversees the support team, and Supportbench has made it easier for him to look at a snapshot of how the team is doing at any given time. He uses the Command Centre to get an actionable view of cases and team progress.
Supportbench streamlines agent processes as well. Account Support Rep, Ben, notes that merging and routing cases are now easier. Ben’s colleague, Jennifer, loves that she can add screenshots to cases, allowing her to attach relevant information from Payfirma’s system, partners, and transactions to a case instead of typing everything, which saves her a ton of time.
Since putting Supportbench into place, the team has seen a decrease in their average resolution time by about half a day. Plus, with push notifications of new cases and real-time case numbers, the team’s first response times have improved as well.
And their customers are happier too! “We’ve had several ‘perfect weeks’, where all of our customer surveys have come back positive,” reveals Kevin.