Challenge
Customer expectations are constantly evolving, and businesses must continually find new ways to streamline their operations to keep up. SaltPay, a leading European payment solutions provider for small and medium-sized businesses (SMBs), was no exception.
After launching in 2019, the company has expanded to 1,300 employees in 14 offices across 12 countries. The lack of a standardized global process made it difficult for SaltPay to manage its field operations effectively. As the company grew, it became harder to track job statuses, keep technicians and customers informed, and plan work schedules. Another need was to find a system that would leverage data to allow dispatchers to manage an increasing number of micro-jobs.
Goal
- Find a field service management (FSM) solution that could help them achieve their customer service goals to increase customer satisfaction, reduce delivery times, improve delivery SLAs, and operate more efficiently
- Integration of the FSM solution with Zendesk to enable then improve the collaboration between customer support and field service teams
Solution
SaltPay found Zuper, an FSM solution that integrated directly with their customer service platform, Zendesk. Zuper’s capabilities and flexibility met all of SaltPay’s requirements. With Zuper, dispatchers can now easily create and manage jobs of all sizes. Job statuses are updated in real-time, so both technicians and customers are always kept in the loop. Additionally, Zuper’s powerful reporting features give SaltPay the insights they need to improve their operations.
