In fast-paced FinTech landscape, providing exceptional customer support is paramount. However, a growing FinTech startup in the USA found itself entangled in a ticketing tango – a cumbersome email-based system leading to a backlog of unresolved incidents, delayed resolutions, and frustrated customers. This ultimately impacted their ability to provide timely support for critical financial transactions.
This case study explores how Qentelli partnered with this FinTech startup to revolutionize their ticketing and incident management system. By leveraging the power of ServiceNow, a comprehensive service management platform, Qentelli helped the client achieve significant improvements, leading to happier customers, a more productive support team, and ultimately, a stronger foundation for future growth.
Business Vertical:
Finance
Size of firm:
3000+
Region:
USA
Challenge
Our client, a FinTech start-up, faced a significant challenge with its existing email-based ticketing system. The system suffered from a backlog of unresolved tickets, resulting in delays and inefficiencies in ticket routing. This led to prolonged resolution times, frustrated customers, and ultimately, impacted on the company's ability to provide timely support for critical financial transactions.
Proposed Solution:
Qentelli’s team of ServiceNow practitioners analyzed the client's existing ticketing system and recommended implementing the ServiceNow ticketing tool to automate and streamline the client’s incident management process. ServiceNow, more than just a ticketing tool, offers a comprehensive incident tracking, resolution, and self-service platform.
What Qentelli Did:
Qentelli configured ServiceNow to meet the client’s specific needs. This included:
- Custom Fields and Workflows:
- ServiceNow was configured with custom fields to capture critical incident details relevant to the FinTech industry, such as transaction type and error codes.
- Automated workflows routed tickets based on a combination of factors - urgency level (determined by the impact on customer transactions), category (using keywords in the ticket description), and predefined escalation paths if the resolution wasn't achieved within a set timeframe.
- Knowledge Base Integration:
- Integrated the client's existing Knowledge Base with ServiceNow, enabling self-service troubleshooting for common issues. This empowered customers to find solutions independently, reducing the burden on support staff.
Custom Application Development:
We leveraged the ServiceNow Scripting Engine to develop custom applications that:
- Automated repetitive tasks, such as initial ticket classification based on keywords (e.g., "login error" or "failed transaction") and assigned to the appropriate support team.
- Introduced real-time chat support functionality for urgent customer inquiries, improving response time and resolution rates.
Training & Support:
We provided comprehensive training to the client's support staff on using the new ServiceNow platform, ensuring they could effectively leverage its functionalities for efficient incident management.
Outcomes
30%
Reduction in Resolution Time
25%
Improvement in Customer Satisfaction (CSAT Scores)
20%
Increase in staff productivity
68%
Enhancement in First Call Resolution Rate
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