Case detail

An automated onboarding process for new customers

Who is Payplaza?

PayPlaza is an innovative player in the financial sector. This party focuses on the future of Point Of Sale payments, including terminals and software.

PayPlaza has over 50 partners in Europe from Financial Institutions to POS Software companies. Together, they serve more than 20,000 active POS locations. This makes PayPlaza a leader with its POS payment solutions and its partner network.

The challenge

Payplaza came to Resolve IT with a few questions

Speed up and make more efficient the onboarding process of new customers and orders,
Automate input into different systems/platforms,
Reduce error proneness by reducing manual actions,
Increase insight into key management information,
Contribute to scaling and growing services.

Our solution

Through workshops, Resolve automated IT processes in sales, service, logistics and back office, together with the PayPlaza team. The customer experience was central to this. Automation brings down the number of administrative tasks and customer queries, enabling PayPlaza to achieve its Service Level Agreements.

With Salesforce, Resolve IT linked external data silos and systems. These include ExactOnline, UPS and an on premise system for terminal information. This gives PayPlaza a total overview of different platforms, tailored to the user’s profile.

Using the Salesforce platform, PayPlaza extended its services with an intuitive community. Resolve IT advised and guided them in this process. The results speak for themselves: the onboarding process is now fully automated.

In addition, the number of administrative tasks has been reduced, the risk of errors has decreased and the customer experience has improved. Partners are able to place orders in the community and follow them with track & trace. Very customer-friendly, in other words!

The result

An automated onboarding process for new customers.
A standardised data management system. That means: insight into and exchange of data from all different systems.
A time saving of 75% on repetitive processes, through automated workflows and document generation.
A personal platform for customers and partners of PayPlaza. This gives them insight into current data and allows them to place orders and service requests.
Higher data integrity through automated validations and checks of customer information.