Streamlining Merchant Onboarding and Real-Time Support for Fintech APIs
Overview:
An RBI-regulated fintech company offering banking and payment APIs engaged Altivio Connect to strengthen partner onboarding and technical support operations across its nationwide merchant and partner ecosystem. The platform supports multiple financial service use cases including payouts, collections, AEPS, micro-ATMs, UAN verifications, and KYC tokenization.
Approach:
- Built a dedicated support team to manage real-time troubleshooting and partner assistance across extended operational hours
- Established structured support workflows to handle onboarding, transaction failures, and escalation management
- Enabled seamless coordination between L1 support operations and internal engineering teams for faster issue resolution
- Implemented ticket tracking and partner communication processes to improve transparency and service reliability
- Focused on proactive support delivery to strengthen partner confidence and reduce churn
Execution:
- Provided 18-hour support coverage through inbound calls and chat-based assistance
- Supported partner onboarding and API integration-related queries
- Delivered L1 troubleshooting for transaction failures and operational issues
- Raised and coordinated L2 escalation tickets with coding and engineering teams where required
- Managed ticket tracking, follow-ups, and closure communication with partners
Impact:
- Achieved a 90% first-level issue resolution rate
- Improved customer satisfaction scores from 2 to 4.5
- Reduced partner churn by 15% through faster and more reliable support operations
- Strengthened overall partner experience across the fintech ecosystem