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2,000+

FinTech Specialists

20+

FinTechs

6

Years of Experience

Consultative

Approach

Flexible

Commercial Models

How WNS FINSIBLE enabled a leading FinTech to scale its back-office operations swiftly & cost-effectively, and helped maintain its advantage over traditional banks

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Driving Integrated and Scalable Operations

Our proprietary and custom-built operating model for FinTechs, WNS FINSIBLE, is powered by domain-led operations, digital customer experiences and data-driven transformation.

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With WNS FINSIBLE, we co-create significant outcomes for global clients

  • 40 percent+ reduction in cost through right-shoring, standardization and automation
  • >30 percent efficiency delivered via process transformation and digital interventions
  • 25 percent reduction in turnaround time
  • 3-5 percent improvement in CSAT score

Success Stories

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Automating Customer Complaint Management for a Prominent Short-term Loan Provider

Challenge:
  • 250+ colleagues handling customer complaints, default payments and ombudsman-related tasks faced inefficiencies and compliance risks
Solution:
  • Implementation of an automated response tracker and dashboard provided real-time visibility of complaint statuses, optimizing processes
Outcomes:
  • Staffing efficiencies improved, and a potential UAT team created to create test cases, avoiding non-legitimate customer escalations. Customer satisfaction surged from 85% to >95% within two months
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Enhancing Customer Retention and Service Levels for a Leading U.S.-based Credit Agency

Challenge:
  • 220+ colleagues struggled with low customer retention (8%) and service level inefficiencies
Solution:
  • Executed a comprehensive workforce management strategy with a focus on optimizing staff utilization, streamlining operations and enhancing customer interactions
Outcomes:
  • Within 12 months, the credit agency witnessed a significant improvement in customer retention, going from 8% to 13%; service levels improved significantly in less than six months; and effective workforce management improved staff utilization to 85%+
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Unlocking USD 15 Mn Potential for a Leading Retail Bank

Challenge:
  • 300+ colleagues faced challenges in handling various customer-facing functions such as Customer Service, Customer Acquisition, Sales, Cross-Sell / Up-sell, Telemarketing, Campaign Management and Lead Generation. They sought to capitalize on a potential business worth USD 15 Mn
Solution:
  • Employed targeted improvements in customer engagement strategies and streamlined their processes for better performance in all customer-related areas
Outcomes:
  • Achieved significant results, including a 20% increase in right party contact rate and an approximately 3% improvement in retention rates
 
 
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