Our consultants conducted a process consulting exercise, which involved redefining processes and suggesting improvements - identifying key areas within the process that could benefit from automation. Upon conclusion of the process consulting exercise, it was agreed that implementing a CRM software with robust workflow creation and automation capabilities would be the most suitable solution.

1. Transforming Payment Solutions
Business: Streamlining Customer
Onboarding with CRM Consulting
Services
CASE STUDY
+91 8506860903
CONTACT@THINKCAPADVISORS.COM
WWW.THINKCAPADVISORS.COM

2. Our client is a U.K based payments solutions
company offering credit and debit card payment
solutions such as credit card machines. The company
also offers virtual terminals and eCommerce
solutions.
Company
Background

3. Business Challenge
The company operates through an extensive network of over 100 channel partners who
sell various payment solutions offered by the company. Previously, resellers would
manually send customer application forms via email to a central mailbox. However, this
method often resulted in lost emails and missing critical information and documents. The
manual process for application receipt and customer onboarding significantly impacted
process efficiency and had a negative effect on customer onboarding.

4. Number of customers
onboarded, applications
rejected, applications
approved, and customer
go-live
1 2
4 3
MANAGEMENT STRUGGLED TO TRACK
KEY METRICS:
Performance of the
operations team and
partner account managers
Performance of each seller
in terms of applications
submitted, go-live status,
and revenue generated
Customer complaints and
issues, which often went
unrecorded and unresolved

5. Business Challenge
Another challenge was real-time communication with customers and resellers. In the
payment solutions business, timely notification at key stages of application approval, MID
(Merchant ID) generation, and credit card terminal dispatch is crucial, as each stage is a
critical milestone leading to credit card terminal activation and usage. However, due to the
manual customer onboarding process, consistency in customer communication was
lacking, greatly compromising the overall customer experience.

6. Our work began by comprehensively understanding the customer's problem statement and identifying their pain points.
Simultaneously, we examined the current business process of customer onboarding. Our consultants conducted a
process consulting exercise, which involved redefining processes and suggesting improvements - identifying key areas
within the process that could benefit from automation.
Upon conclusion of the process consulting exercise, it was agreed that implementing a CRM software with robust
workflow creation and automation capabilities would be the most suitable solution. Additionally, it was determined that
integrating a ticketing/customer support module was essential for tracking and resolving customer issues effectively.
Another area that required attention was the receipt of customer applications. It was decided that a URL-based
customer application form, integrated with the customer's website would be provided to all resellers. As resellers
submitted the form, the details would be captured in the CRM, initiating the customer onboarding workflow.
Solution & Approach

7. Zoho CRM software offers robust workflow
capabilities, allowing for easy creation and
modification of workflows as business
processes evolve.
Email notifications automatically triggered
by the workflow engine kept customers and
partners informed.
The simple and intuitive user interface led to
greater user adoption.
Zoho forms seamlessly integrated with the
After evaluating multiple CRM options for the client, Zoho CRM was
selected for implementation. Several key reasons contributed to this
decision:
website, pushing all customer data into the
CRM.
Real-time dashboards and reports provided
management with critical insights into
business operations.
The customer support module enabled the
service team to centralize support issues,
track resolutions, and create a solution
database for future reference.
Our Zoho CRM implementation partner, as part of its CRM implementation services, implemented the
CRM, provided end-user training, and created the necessary reports and dashboards for the customer.

8. Within 4 months of
implementation, the
customer onboarded
over 2000 customers,
with over 3 GB of
customer documents
uploaded.
Over 100 reports and
multiple dashboard
widgets enable senior
management to keep
track of customer
onboarding and sales
team performance.
The customer onboarding
process is now completely
automated from
application submission to
machine delivery, with
notifications sent out at
important milestones.
Benefits & Impact

9. ThinkCap Advisors (www.thinkcapadvisors.com) is
a consulting firm that uses industry expertise and
domain knowledge to help organizations and their
teams solve problems and achieve business
impacting results. Our team members, comprising of
professionals with extensive experience in Big 4
firms and large multinationals, are subject matter
experts and their advice is backed by in-depth
research, years of experience and deep
understanding of the prevailing market scenarios.
About
ThinkCap Advisors
As a CRM consulting firm, our team has extensive
experience in providing CRM consulting services
focusing on process improvement, right CRM
selection and importantly end user adoption. Our
clientele includes both foreign and domestic
companies from multiple industry verticals.
Work Areas:
-Tax & Regulatory
-Social Sector Consulting & CSR Advisory
-Consulting
Technology Solutions

10. Email
contact@thinkcapadvisors.com
Website
www.thinkcapadvisors.com
Call us
+91 8506860903
Get in Touch