Fintech

A frictionless customer experience in a secure and compliant digital space

Combining expert teams, best-in-class technologies, and perfect mastery of regulatory processes, we protect your global user community and your business, from financial superapps to insurtechs & crypto platforms.

Transform your CX

Deliver a seamless customer experience

Boost your brand loyalty through a best-in-class interface and reassuring omnichannel support.

Safeguard your brand and customers

Guarantee all-around online security and integrity to your customers thanks to the most advanced trust & safety processes.

Unlock value at every touchpoint

Achieve best-in-class CX and optimized cost-to-serve, combining industry-leading tech and tailor-made CX strategies

Flawless CX for all players

Digital Banking & Payment Services

Investment

Insurance

Consumer Credit & Lending

Cryptocurrency Platforms & NFT

Digital Banking & Payment Services

We protect your business while providing a first-class experience to your clients and partners.

 We secure and streamline your transactions from onboarding & KYC/KYB processes to sales support to put you a step ahead of the competition.

Investment

We strive to bring digital CX to the physical broker level so you can focus on providing easy access to investment solutions and building an engaged community around your product.

Insurance

We enable you to maintain a competitive edge in the highly regulated world of insurance and compensate for the lack of physical touchpoints, by providing simple interfaces and all-inclusive support for your customers, from onboarding to user-friendly claim management.

Consumer Credit & Lending

We power lending companies, including BNPL players by providing top-notch support and helping you deliver the best platform to reassure customers all along their journey.

We also enhance debt collection processes whilst retaining clients by combining data analytics, digital dunning and expert teams.

Cryptocurrency Platforms & NFT

We provide a World-Class CX experience to your customers, from wallet creation and transaction and platform management.

In a complex and growing ecosystem, our Crypto & NFT experts ensure the utmost level of security and reliability for your platform, in line with the latest regulations, from transaction monitoring to fraud prevention.

WHAT WE DO

Boost customer loyalty, trust, and lifetime value
Ensure frictionless operations
Manage compliance and operational risks
Expand your customer base
Leverage CX data to offer personalized & seamless experiences
Optimize your cost-to-serve, combining low-effort CX with efficiency
Boost customer loyalty, trust, and lifetime value

Boost customer loyalty, trust, and lifetime value

  • 24/7 reassuring customer service powered by AI
  • Customers and partners onboarding
  • Omnichannel technical, account, and billing support
  • Win-back & Loyalty programs
Ensure frictionless operations

Ensure frictionless operations

  • Policy and account management
  • Partners, Merchants and back office support
  • Management of payment disputes, claims, and chargebacks
  • Platform & content management
  • Multichannel collection services including contact automation, dunning digitization, white label collections and judicial debt recovery
Manage compliance and operational risks

Manage compliance and operational risks

  • AML management – Tailor-made KYC/KYB processes blending automatic and human controls (ID & documents verification, face match, verification calls, sanctions list…)
  • Fraud detection & transaction monitoring
  • Data Safeguarding
  • Fully accredited: multi-regulator authorized FCA/ACPR, Insurance & credit broker accreditation, EPIF member, PCI DSS compliance etc.
Expand your customer base

Expand your customer base

  • Lead factory and data enrichment
  • Telesales & appointment scheduling
  • Digital campaigns management (search and social advertising)
  • Pre and post-sales support
  • Upselling & cross-selling programs
Leverage CX data to offer personalized & seamless experiences

Leverage CX data to offer personalized & seamless experiences

  • Speech and text analytics
  • Multichannel reviews, surveys & feedback monitoring
  • Customer journey mapping & rootcause analysis
  • Issue alerts & risk mitigation
  • Demand management
  • Behavioural science & data experts
Optimize your cost-to-serve, combining low-effort CX with efficiency

Optimize your cost-to-serve, combining low-effort CX with efficiency

  • Process automation including RPA, AI and machine learning solutions.
  • Machine translation services
  • Self-service: IVR optimization, Chatbots…

Client stories

How an all-in-one business account company for SMEs and freelancers reached a quality objective of 95% customer satisfaction

An all-in-one business account for SMEs and freelancers was looking for an industry expert outsourcing partner to support its growth in several European markets. It also needed to improve its operational efficiency regarding the management of multi-channel requests, as well as recommendations on the tools, processes and systems to put in place to increase efficiency.

Our Solution

We implemented a multilingual team to handle complex management of payments and accounts. Over time, we increased all counsellor’s skills through ongoing training to broaden the scope of treatment and improve efficiency.

We provided the company with Customer Service, Onboarding, VIP as well as KYC and KYB with operations running from France and Egypt in French, Italian, Spanish and German with the support of 180 agents.

Results

  • Ramped up quickly with the recruitment of qualified employees with an appetite for fintechs projects
  • Reached a quality objective of 95% customer satisfaction
  • Surpassed OneTouch Resolution by 85%
  • Implemented an innovative knowledge base tool that centralizes the processes.

Ramping-up the international customer service of a leading neobank

A neobank with more than 8 million customers saw an increase in volume in customer support inquiries through its various channels and was unable to cover all with its existing internal team.

As such, they were looking for an expert solution to provide professional customer support to their users including the improvement of their process efficiency, service levels, utilization and quality of their customer interactions to provide a life-enhancing service.

Our Solution

The company asked for our support to expand their team to deliver multilingual, complex customer service covering payment management, account management as well as dunning and collection services. As well as monitoring and reporting RR, CSAT, ASAT and CPH.

Results

  • Became benchmark leader in FCR
  • Lowered attrition rate
  • Increased CSAT & ASAT from 60% to 80% (benchmark 54-57%)
  • Availability of customer support in 5 different languages 24/7

Securing the activity of a financial super app, from customer service & KYC to fraud management

A financial superapp with more than 5 million users had >150K new users signing up every month and was struggling to keep up with this massive growth. They looked for an outsourcing partner to support them in managing demand and securing their platform.

Our Solution

We provided them with customer service, back-office support, KYC and fraud management. Among other things, we rebuilt the entire KYC process to simplify account creation for all customers (from proof of residence to selfie videos). Operations were conducted from Portugal, Madagascar, Morocco and Romania, with the support of over 100 advisors.

Results

  • Design of a very strong a personalized recruitment, training and integration process
  • Increased Productivity by 30%: All customer queries were responded to within 2 hours
  • Achieved a quality rate greater than 95%
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