Transforming Customer Support & IT Efficiency for a Leading FinTech Firm
Transformed customer support operations for a leading fintech firm by streamlining Service Cloud processes, automating IT workflows, and enhancing agent productivity through a scalable Salesforce solution
Case Details
Industry: Financial Technology (FinTech)
Company Revenue: ~ $1.5B
Publicly Listed: Yes
Solutions Implemented: Salesforce Service Cloud, Experience Cloud, Chatbots, QA Automation, DevOps Automation
Users: 150+
Project Duration: Since September 2024
Delivery Model: Collaborative engagement, leveraging a distributed team across the US and India.
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Business Challenges
- Multiple contractors working with limited coordination and accountability, leading to inefficiencies.
- Difficulty in scaling teams up and down based on dynamic project needs.
- Lack of a structured approach to L3 support, causing delays in resolution and recurring system issues.
- Customer support chatbots required critical enhancements to improve responsiveness and self-service capabilities.
- Absence of QA and DevOps automation tools, resulting in slow deployments and inconsistent software quality.
- Limited trust from key business stakeholders in the IT team’s ability to deliver efficiently.
Bluvium Solution
- Took over L3 support operations, establishing a streamlined process with clear ownership, accountability, and tracking.
- Implemented a dashboard-driven SLA & RCA tracking system, reducing ticket volumes and improving system stability.
- Rapidly scaled the team to execute a high-impact, business-critical project enhancing customer support chatbots.
- Recommended and implemented QA and DevOps automation tools, improving deployment speed and software reliability.
- Established a structured engagement model, integrating with the client’s IT team to deliver on ongoing projects efficiently.
- Strengthened trust between IT and business stakeholders by ensuring consistent, high-quality delivery.
Business Value
- Efficient, structured L3 support model, leading to reduced system issues and improved resolution times.
- Enhanced chatbot capabilities, driving higher self-service rates and improved customer experience.
- Faster deployments and higher software quality, enabled through QA & DevOps automation.
- Improved resource scalability, allowing the client to flex resources efficiently as per project needs.
- Increased business stakeholder confidence, positioning IT as a reliable, value-driven function.
