Case Study: Technology Company achieves 8% more transactions with TTEC

Technology Company - Customer Case Study

Technology Company, a competitive online payments provider, was seeing average transactions per customer decline even as it acquired millions of new users each month. TTEC was brought in to help identify why engagement was lagging and to uncover the customer behaviors driving higher or lower transaction volumes.

TTEC used customer segmentation and behavioral analytics, combining data from marketing, customer service, and product management to build a model of customer activity over time. This revealed distinct user groups and the factors behind them, such as service issues contributing to attrition and certain product features driving higher engagement. The solution enabled continuous insight, test-and-learn improvements, and led to an 8% increase in transactions, generating millions of dollars in additional annual revenue and reducing future maintenance costs.