Case Study: Vivid Payments achieves seamless product support with OvationCXM

Vivid Payments - Customer Case Study

Vivid Payments, a merchant and financial services company founded in 2016, needed a way to keep new customers activated quickly while ensuring merchants had reliable 24/7 product support. With a small internal team, CEO Derek Henmi wanted to stay focused on selling and growth, but also needed customers to get help across the full payments stack, from printers and POS systems to backoffice products.

Vivid Payments implemented OvationCXM’s remote support solution, which provides white-label product support through a dedicated phone number, plus email and chat access for customers. OvationCXM’s specialists act as an extension of Vivid’s team and document every interaction in the customer account, giving Vivid visibility into support activity. The result was that Derek Henmi could focus on growing the business while knowing customers were getting the support they needed; no specific numerical impact was provided.

Vivid Payments

Derek Henmi

Chief Executive Officer