Paysafe provides payment solutions that power everyday transactions. A multinational organization, Paysafe operates across multiple brands in e-cash, payment processing, and digital wallets, serving over 145 million customers globally. The company specializes in providing flexible and secure payment solutions for businesses and consumers alike, enabling digital transactions in an increasingly cashless world.
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
After a period of rapid growth through acquisitions, Paysafe faced challenges in achieving operational efficiencies and alignment across its various brands. The company wanted to streamline its processes, reduce manual interventions, and establish a more consistent and standardized approach to operations.
Key challenges included:
Process Consistency & Standardization: Due to its expansion, Paysafe struggled with disparate systems, creating inefficiencies and lack of transparency.
Manual & Non-Transparent Processes: Many processes were manual and lacked transparency, making it difficult for the organization to optimize operations.
Regulatory Compliance: Increasing industry regulations necessitated more agile and efficient systems that could ensure compliance without sacrificing customer focus.
The Role
DevoraOne Played
DevoraOne collaborated with Paysafe to address these challenges by implementing intelligent automation solutions and streamlining business processes. We focused on two key workstreams: Automation Delivery and Mobile Chatbot Migration, which were crucial for delivering operational efficiencies and improving customer service.
Automation Delivery
Working alongside Paysafe’s Automation365 team, we implemented cognitive and robotic automation solutions using UiPath software. We identified, designed, built, tested, and deployed over 28 automation processes across three key business functions: Merchant Services, Consumer Services, and Risk Management. These automations helped reduce manual effort, eliminate errors, and speed up processes, allowing Paysafe to serve their customers more effectively.
Mobile Chatbot Migration
DevoraOne led the migration of Paysafe’s chatbots from a web-based platform to mobile platforms (Android and iOS). In addition to this, we implemented an intermediate communication layer that facilitated smooth handoff between chatbots and live agents. This improvement enhanced the customer service experience, making it easier for users to interact with the company and receive timely assistance.
The Results
- 30+ processes delivered
- Over 30,000 hrs delivered back to the business
- 100% SOX compliance in Settlement process automation
- >95% success rate of bot case completion
- SDK delivered for native platforms, enabling Virtual & Live agent communications across multiple mobile platforms
