FinTech Lending Company
The company’s clients need to be onboarded based on employment and timesheet document verification. There are frequent issues with the correct uploading and verification of data in a workflow that is entirely digital. The company did not have the resources to handle the explosive growth of customers and multiple stages of troubleshooting. Customer experience was being seriously impacted.
The company worked with iMerit to define multiple problem queue types and a routing system for issues. iMerit’s in-house team of data experts and project managers now handle the influx of onboarding requests. iMerit built a 24×7 operation with a 15 minute SLA in order to minimize customer discomfort.
iMerit works as an extension to the customer’s team and handles a high volume of requests and a rapid growth in volume size. By having a stable, in-house team of data experts with no attrition, the iMerit team was able to identify efficiencies in the process to bring turnaround time down to an average of 10 minutes. iMerit has processed over 100,000 pieces of information for the customer and tripled the team size in 12 months. Our customer recently raised a large Series C from marquee VCs.
IT Support Desk
Catholic Relief Services (CRS) aspires to bring a lasting positive change to the lives of 150 million vulnerable people. The major challenge was achieving operational excellence at this large scale. CRS wanted to reorganize and centralize their entire IT communications process to receive, assign, and solve IT user requests from every office in the world, with any level of complexity. To update the heavy internal backlog in terms of incident reports and tickets, and ineffective systems across their 100 countries offices was the biggest challenge.
iMerit’s team redesigned their IT support system to receive, assign and solve global IT user requests. Our team created a global support desk for: application support and testing, data and content curation, validation, tagging and management, and the expansion and scale of product offerings.
The 360°renovation of the technical support system into a round the clock support solution facilitated 108% increase in ticket volume and hence the CSAT score. The trained staff was empowered to efficiently cater to the IT support desk of CRS with confidence.