A global payment processing company that powers secure digital transactions for consumers and businesses worldwide. Operating multiple brands across online payments, POS transactions, and digital wallets, the organization serves over 120 million users across various regions.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
Following rapid expansion across international markets, the payment processing company aimed to strengthen operational efficiency and align internal processes across all divisions.
Their fast-paced growth resulted in inconsistent workflows, siloed data systems, and heavy dependency on manual operations across customer support, merchant onboarding, dispute management, and compliance.
The organization also needed to address rising industry regulations and compliance standards. They wanted to stay ahead of regulatory changes while protecting customer experience, speed, and agility—key pillars of their business model.
What did
Tecnologia do
A shared focus on combining scale with flexibility made the partnership between the payment processing company and TechPhobias an ideal match. TechPhobias has been supporting the organization since early 2021 across two major workstreams: Automation Delivery and Intelligent Interaction Migration, assisting their enterprise automation team specializing in cognitive and robotic automation.
Automation Delivery – TechPhobias works closely with the client’s automation team to identify, design, build, test, and deploy automated solutions using leading RPA technologies. So far, TechPhobias has delivered 27 automations across three core areas: Merchant Operations, Customer Services, and Risk & Compliance.
Intelligent Interaction Migration – TechPhobias led the migration of digital chat assistants from a browser-based environment to fully native mobile platforms (Android and iOS). Alongside this, TechPhobias implemented a smart communication layer that enables smooth handoff between virtual assistants and live agents, helping the client improve customer engagement and support new service opportunities.
The Results
- 40+ automated processes delivered
- 28,500+ hours returned to the business annually
- 100% compliance across key settlement and audit processes
- >96% bot case completion success rate
- Native SDK delivered for multiple platforms, enabling smooth virtual-to-live agent communication
