Industry Challenge
Following a period of rapid growth through acquisition, Paysafe were looking to achieve enterprise-wide operational efficiencies and alignment. In order to do this, they chose to focus firstly on their customer services, merchant operations, risk and compliance functions.
Paysafe’s fast-paced expansion had resulted in a lack of process consistency & standardisation across their acquired brands. The numerous manual and non-transparent processes at play were something Paysafe were keen to address.
Additionally, in the face of increasing industry regulation and compliance requirements, Paysafe were eager to stay ahead of the curve in responding to these changes, whilst also maintaining the relentless customer focus and agility that is at the core of their DNA.
What did we do?
Paysafe & ETC Solutions’s shared appreciation for the power of combining scale and global reach with flexibility and agility made our partnership an obvious choice. ETC Solutions have been working with Paysafe since November 2020 in 2 key workstreams: Automation Delivery and Mobile Chatbot Migration, supporting the Paysafe Automation365 team specialising in Cognitive and Robotic Automation.
Automation Delivery – ETC Solutions are working with the Paysafe Automation365 team to identify, design, build, test and deploy automated solutions using UiPath Automation Software. Thus far ETC Solutions have delivered 28 Automations across 3 core business functions: Merchant Services, Consumer Services and Risk.
Mobile ChatBot Migration – ETC Solutions led the migration of chatbots from a web browser platform to mobile platforms (Android and iOS). In addition to this, ETC Solutions has implemented an intermediate communication layer to enable a seamless handoff between chatbot and live agent providers to win and support new deals.
The Results
- 30+ processes delivered
- Over 30,000 hrs delivered back to the business
- 100% SOX compliance in Settlement process automation
- >95% success rate of bot case completion
- SDK delivered for native platforms, enabling Virtual & Live agent communications across multiple mobile platforms
