Omni-channel customer support

for a Government of India e-marketplace

2,500

Transactions/day

98%

Accuracy Level

About the Customer

This customer is a managed service provider to Government e-marketplace which is an initiative by the Government of India. They are a global leader in FinTech for the BFSI sector.

Problem

As the platform usage became mandatory for government officials, there was a spike in volumes. Customer support was required for the Government Agencies to address technical issues related to registrations, product uploads. This needed to be delivered from a centralised location with multilingual capability.

Approach

NextWealth organized a team with multiple language capability and technical expertise to resolve issues along with occasional troubleshooting.

Results

The customer was happy with omni-channel customer support system. We were able to meet all the stringent SLAs and ensured complete customer satisfaction.