Case Study: Fintiba achieves 75% self-service rate and 20% reduction in ticket-handling time with Solvemate

How Fintiba achieved a self-service rate of 75% and cut ticket handling time by 20%

Fintiba, a fintech that helps internationals start their lives in Germany and supports users from over 170 countries, faced high seasonal demand and repeated, time-consuming requests across channels that prevented agents from focusing on emotionally sensitive, complex cases. To address this, Fintiba partnered with Solvemate to automate common inquiries using a chatbot (branded Fintibot) while preserving human support for cases requiring empathy.

Solvemate deployed Fintibot in just 14 days, integrated it with Zendesk, removed direct email/contact forms to channel users through the bot, and added Solvemate Personalisation Routines (e.g., change arrival date, resend documents) secured by support codes. The result: more than 10,000 solutions in month one, a 75% self-service rate and 75% CSAT, ticket-handling time reduced by 20%, ticket touchpoints down 60%, and agents reporting higher-quality bot-generated tickets — all achieved with Solvemate’s solution.

Fintiba

Carlos Rebollo

Senior Customer Care Specialist