When a fast-growing fintech needed more resources to support its expanding global customer base, Ubiquity designed a bespoke solution to drive productivity and sustainably increase CSAT.
Fast-growing financial institutions face a common challenge: How do you scale customer experience (CX) and back-office operations without sacrificing quality, efficiency, or compliance?
For one leading digital financial platform, the pressure was mounting. Customer volumes were skyrocketing, support teams were stretched thin, and compliance requirements were increasing. The company needed a CX and back-office partner that could scale quickly and maintain a high level of customer service.
As an e-money issuer committed to compliance and security, it required an expert partner with deep regulatory expertise — particularly for high-risk functions such as KYC, sanctions screening, fraud prevention, and dispute resolution.
To address these issues, the company restructured its approach to risk operations and customer support, integrating scalable solutions that improved efficiency, security, and compliance.
Together, Ubiquity and the client were able to:
Expand CX capacity without adding operational headaches
Reduce response times and improve resolution rates
Maintain compliance while delivering seamless, personalized support
Read the full case study to uncover the strategy and the results.
“We needed a partner we could trust not only with our customers but also with our growing business. Ubiquity’s financial services and compliance knowledge, along with their commitment to collaboration and providing actionable business insights, have made them an invaluable partner and we’re just getting started.”
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