Case Study: a leading global payments and technology company improves employee experience and customer relationships with Rivet Logic concierge solution

Financial Services Leader Implements Solution for an Improved Employee Experience While Deepening Customer Relationships

A leading global payments and technology company faced a challenge with its inefficient concierge service, which required agents to use a tedious mix of external sites, internal documents, and manual searches to build travel itineraries. The process limited upselling opportunities and hindered the agent and customer experience. Seeking a better tool, the client engaged Rivet Logic Corporation to develop a new solution.

Rivet Logic implemented a web application using Crafter CMS and MongoDB to create a centralized concierge platform. The solution provided advanced search, real-time offer sharing, and automated itinerary creation, which dramatically improved agent efficiency and collaboration. The new system also delivered valuable analytics on offer performance, leading to increased upsell opportunities and receiving tremendously positive feedback from its users.