Case Study: Cembra improves cardholder support and chargeback efficiency with Rivero’s Amiko

Cembra handles 75% of chargeback requests via Rivero’s Amiko

Cembra, a leading provider of financing in Switzerland, sought to modernize its cardholder support by simplifying processes and reducing manual workload. To achieve this, they partnered with vendor Rivero to implement Amiko, an end-to-end chargeback management solution.

Rivero's solution introduced a self-service virtual agent in the Cembra App, allowing cardholders to initiate chargeback requests 24/7. This automation of key steps, along with direct integration into card networks, significantly streamlined operations. The results were substantial: approximately 75% of chargeback inquiries are now handled via the virtual agent, with about two-thirds resolved automatically. This led to greater efficiency, a reduction in cycle time, and increased customer satisfaction for Cembra.

Cembra