The Stages The VRP Consulting team initiated the project with a series of workshops to obtain an accurate and complete picture of PAYONE's customer & partner needs and requirements. After a thorough analysis, the consultants proposed an accepted plan of a two-stage delivery to minimize risks. The first solution created a foundation with a self-service customer portal, with the second solution expanding to a partner portal. The customer portal was built using Community Cloud and leveraged PAYONE's existing Service Cloud infrastructure, customer data and knowledge base. The portal was configured to match their branding, allowing customers to login, search the knowledge base and create support cases where necessary. Customer cases, as well as search queries and analytics, are displayed in the service console enabling support staff to respond quickly with optimized support, as they have access to customer data. With the Experience Cloud foundation established through the customer portal, VRP Consulting configured the second solution; a partner portal to enable greater communication and increase partner efficiency. The partner portal took advantage of the same support infrastructure and data as the customer solution, but added additional data related to partner issues and resources to boost partner effectiveness. Due to the unique needs of the partner community, this required custom lightning components throughout.
The Result Thanks to VRP Consulting's work, PAYONE has raised its customer support standards and increased partner performance. Customers are now empowered to find answers regarding support queries on their own and raise cases when required, leading to a 41% increase in first case resolution. Partners can access further support documentation and communication channels resulting in a 25% increase in partner sales.
Company Profile PAYONE is one of the leading payment providers in Europe and regards itself as a partner to retail. At the point of sale (POS), online or mobile – PAYONE supports merchants and service providers in responding to the increasingly complex challenges of payment processes and sales channels. As a full-service payment service provider, they also ensure quick, easy, secure and virtually invisible payment in the background. Whether credit and debit cards, alternative payment methods, card and automated terminals, e-commerce or mobile payment, PAYONE provides its customers with tailored solutions, while offering maximum security. PAYONE is a company belonging to Worldline and the Deutscher Sparkassenverlag. The company works for prestigious global brands and small and medium-sized businesses throughout Europe. Its customers include PUMA, Rossmann, vitafy and Sansibar.
