Our client secured an exclusive partnership with a leading fintech provider of small business credit cards—creating an urgent need to stand up a scalable, high-performing fintech customer service operation. However, key operational capabilities were not yet in place. There was no telephony infrastructure to manage call routing, no IVR strategy to enable self-service, and no integrated systems to support billing, collections, or customer engagement. Salesforce existed but operated in isolation, limiting visibility across the customer lifecycle.
Rather than investing heavily in building and maintaining on-premise infrastructure, the client prioritized speed to market, cost efficiency, and flexibility—seeking a cloud-based solution that could rapidly enable end-to-end fintech customer service operations.
Working in close partnership, a cloud-based fintech customer service solution was designed to accelerate operational readiness while supporting long-term scalability. An Agile delivery model enabled rapid iteration and continuous feedback, allowing the solution to evolve alongside business requirements. This approach reduced delivery risk, improved alignment, and ensured that each capability directly supported the client’s operational and commercial goals.
The program was structured around a minimum viable product (MVP), enabling the client to launch core customer service capabilities quickly, while incrementally adding functionality to enhance efficiency, self-service, and revenue recovery.
Key capabilities included:
Cloud telephony and intelligent routing (Amazon Connect)
Enabled efficient call handling and first-time resolution through intelligent routing, transcription, and sentiment analysis—improving agent effectiveness and customer experience.
Unified customer engagement platform (Salesforce)
Connected CRM, chat, and email channels into a single ecosystem, integrated with back-end processing systems to provide end-to-end visibility across the customer lifecycle.
IVR and self-service enablement
Designed to route calls effectively while capturing customer inputs and presenting them to advisors via CTI screen pop—reducing friction and handle times.
Outbound engagement and collections optimization
Data-driven dialing and SMS capabilities enabled targeted outreach for collections and customer engagement, improving recovery rates and campaign effectiveness.
Analytics-driven collections strategy
Augmented analytics identified optimal contact timing and prioritization, increasing collections efficiency and maximizing revenue opportunities.
Digital document processing (Secure Mailroom)
Automated intake and processing of customer documents, improving operational speed, accuracy, and compliance.
“Concentrix exemplifies the consultative approach. They have the ability to challenge and propose neutrally brilliant solutions.”
– Client Operations Leader
$1.3M in estimated cost savings
Achieved by avoiding capital investment in legacy systems and reducing ongoing operational overhead
30 second reduction in average handle time (AHT)
Driven by improved call routing, pre-populated customer data, and reduced manual effort
60% anticipated IVR containment rate
Enabling customers to complete high-frequency transactions—such as payments, balance inquiries, and disputes—through self-service channels
With the right cloud architecture and integrated platforms, fintech customer service can scale quickly to meet demand—delivering more efficient operations, lower cost-to-serve, and more connected customer experiences.
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