With pushy growth strategies and advertising, behavior learning tools, mouse tracking heatmaps, chatbots and UX-optimised layouts the websites are built to move as many customers as possible through the same sales funnel. But what if we interfere with the process, placing people right in the middle of it? Real people that you can ask for support from – not a robot or an indifferent salesperson.
Dyninno Group’s "people at a core" strategy
The majority of neo-banks wouldn’t think of investing in phone support, let alone setting up contact centres when planning their development stages. Instead, they are putting all their focus on digital marketing, direct sales and self-service. However, MultiPass is not like the majority – we’ve chosen a customer-centric approach. Being part of Dyninno Group, our legacy is a strong foundation of technology and customer service. The group’s customer support centres are scattered across 4 continents and serve millions of customers in the travel, finance and entertainment businesses daily – and they know what they’re doing.
So, we thought if it works for our end-customer companies within the group, why shouldn't it work for corporate banking? After all, companies are made of people and there is no need to adhere to the B2B/B2C distinction anymore.
In just 2021 alone, Dyninno’s FinTech division has spent over 5 million minutes talking to customers, sent and received 90,000 emails and engaged in 140,000 online chats, bringing around 12,000 additional sales and 42,000 repeat sales monthly. By putting customers at its core and giving them the opportunity to reach the company anytime, our company is making technology customer-friendly. And getting great results out of it.
Combining branch-like experience with state-of-the-art technology
In early May 2021, MultiPass changed its customer onboarding process, inserting people support right at the start of it. Why did we do it? Because we understand that one size doesn’t fit all in our industry. Getting a potential customer interested is only half of the success story. Getting them approved and onboarded quickly and with a hassle-free experience is a part where a lot of digital banks struggle.
The world of business payments is getting increasingly complex. Opening a business account in Europe or the USA might be a lengthy or frustrating experience, especially if your business is offering online services or has beneficiaries residing outside the country of incorporation. Every case is individual but one thing is common: to open a business account there is a legal requirement – a KYC procedure that everyone surely wants to complete in the shortest time possible.
Instead of building algorithms to push everyone through the same generic journey, the MultiPass team now uses the synergy of an in-house CRM system and our highly trained tele-specialists to contact all applicants by phone, making a preliminary check. This way, we achieve two objectives at once. Firstly, we verify the appropriateness of our offering to the business needs, and secondly, we give our applicant the opportunity to consult with the banking specialist before onboarding. They get answers to all the important questions on the payment account features and its intended use, as well as getting instructed on the documents needed for submitting a successful application. The person-to-person interaction continues throughout the onboarding, with the system tracking those applicants who might need help and providing advice with no delay. By undertaking this approach, no applicant is left hanging without support at any stage of the onboarding.