PayPlaza
A fully automated onboarding process for new customers and a partner community, with 75% time saved on repetitive processes.
PayPlaza is an innovative player in the financial sector, focused on the future of Point of Sale payments with terminals and software. With more than 50 partners across Europe, from financial institutions to POS software companies, they jointly serve more than 20,000 active POS locations.
The challenge
PayPlaza came to Resolve IT with a clear question: make the onboarding process for new customers and orders faster and more efficient, and reduce the manual actions across the various systems.
- Speed up and streamline the onboarding process for new customers and orders
- Automate data entry across different systems and platforms
- Reduce error-proneness by cutting manual actions
- Increase insight into key management information
- Contribute to scaling and growing the service offering
Our approach
In workshops with the PayPlaza team, Resolve IT automated the processes in sales, service, logistics and back office, with the customer experience as the guiding principle.
Process automation
Processes in sales, service, logistics and back office were automated. The number of administrative tasks and customer questions dropped, allowing PayPlaza to meet its Service Level Agreements.
Systems connected
External data silos and systems were connected through Salesforce, including Exact Online, UPS and an on-premise system for terminal information. That provides a complete overview across all platforms, tailored to the user's profile.
Partner community
PayPlaza extended its services with an intuitive community, where partners place orders and follow them with track & trace.
Workflows & document generation
Automated workflows and document generation took over the repetitive processes, good for 75% time saved.
The result
The onboarding process for new customers is now fully automated, with fewer administrative tasks, lower error-proneness and a better customer experience.
A standardised data management system provides insight into and exchange of data from all the different systems. Customers and partners have a personal platform where they view current data and place orders and service requests. Automated validations and checks of customer information also ensure higher data integrity.
Looking ahead
PayPlaza is building on this foundation with further automation and data-driven steering across the whole chain.
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