Our client is a second largest Fintech organization in the APAC with over 10 million customers on their platform.
Our client’s platform allows their customers to invest in stocks, mutual funds, IPOs, F&O, commodities and currencies at minimal brokerage, trade on the fly and much more.
Epicenter’s omnichannel approach has revolutionized our customer support. We’ve seen significant improvements in efficiency and satisfaction, leading to stronger customer loyalty.
Their ability to unify our customer interactions has been invaluable
Organization was founded in 2009, who then ventured into retail trading in 2012 and are the pioneers of paperless on-boarding. Within 11 years of inception, they have achieved unicorn status in the year 2021. Being one of the leading companies in the Fintech space, they use high tech, algorithmic proprietary trading technology. The client wanted to maintain a lean team to focus on their trading competencies and hence wanted a reliable partner to manage their customer lifecycles.
Epicenter manages the end-to-end customer lifecycle for this this client. We started the relationship in 2013 with a modest 15-member team which has grown to over 800+ dedicated resources in 9 years.
• Lead management and reduction of lead leakages
• Low lead conversion ratio did not show improvement since inception
• Lack of customer management processes and know-how
• Lack of 360° customer view and right reporting mechanisms
Year-on-year Revenue Growth
Net Promoters Score
Google Playstore Rating
Customer Satisfaction
• Managing both Inbound and Outbound Telesales for the last 9 years have resulted in
167% Y-O-Y revenue growth
• Our experienced team supported in an increase of lead conversion by 30%
• Our well-trained agents generate, nurture and close the leads which contribute 40% – 45% of the total revenue of the client
• Customer query, request and complaint handling resulted in 60% of NPS and 4.6-star rating on the google play store
• Improved customer engagements with an FCR trend (First Call Resolution) of 91% and CSAT of 86%
• Active online reputation management to maintain positive brand persona
• KYC and Document check and management to comply with regulatory bodies
• Opening of Trading accounts
• Customer follow-ups and documentation walk throughs
• We provide Tech Support for both App and Desktop versions
• Email Support for prospects and existing customers
• Chat Support not limited to website, social channels and app with a first attempt TAT (Turn Around Time) of less than 4 hours for Emails. (with a complete resolution within 8 hours)
• High scalability – 30% hike in resources managed in TAT of 45 days during sudden surge in demand