Case Study: Payment Depot achieves 24/7 customer support with OvationCXM

Payment Depot - Customer Case Study

Payment Depot, a credit card processing company serving over 6,000 businesses, needed to scale quickly while also offering 24/7 customer and technical support. With a small in-house support team of four, the company looked for a way to hire, train, and retain support staff more efficiently while maintaining consistent service across channels and departments. To meet this challenge, Payment Depot partnered with OvationCXM, using its remote product support software and services to extend coverage beyond normal business hours.

OvationCXM helped Payment Depot provide around-the-clock support by giving its team a single view of each customer’s issue, enabling faster collaboration and responses via chat, phone, and email. The solution supported multiple payment technologies and processors, including First Data and TSYS, and included training for tools like Poynt. As a result, Payment Depot said its team of four could perform like a team of ten, improving speed, consistency, and overall customer experience.

Payment Depot

Randy Hayashi

Chief Operating Officer