Case Study: Leading Fintech Company Achieves Omnichannel Customer Support Efficiency with MattsenKumar

Omnichannel Support Transforms Customer Experience For Leading Fintech Player In India

Leading Fintech Company, one of India’s fastest-growing fintech players, needed a better way to manage rapidly rising customer queries across multiple products and states. With heavy manual intervention, no established support framework, limited visibility into interactions, and declining customer satisfaction, the company turned to MattsenKumar to redesign its customer support experience.

MattsenKumar implemented an omnichannel support model across email, chat, voice, SMS, and WhatsApp, supported by CRM, dialer, and IVR integrations, along with process redesign, hiring, training, and real-time analytics dashboards. The solution helped scale support from 6,000 to 50,000 monthly calls, handle 10,000+ chats and 10,000+ emails, reduce callbacks by 25%, cut average handle time by 14%, lower turnaround time by 50%, reduce operational costs by $50k, and bring chat wait times down by under 2 minutes.