Introduction
Seamless communication is crucial for businesses that facilitate global money transfers. One leading fintech company, serving over 5 million users and issuing more than 1 million virtual visa cards, has successfully streamlined its operations with Mteja’s communication solutions. Handling over 250,000 transactions daily, this company required a robust and reliable messaging and call center platform to enhance customer engagement and VIP support.
The Challenge
With a presence across multiple African markets, including South Africa, Rwanda, Zambia, Ghana, Nigeria, Uganda, Tanzania, and Kenya, the company needed an efficient way to communicate with users via SMS. Additionally, ensuring uninterrupted, high-quality voice support for its VIP clients was a priority. Their existing communication infrastructure lacked the flexibility to control inbound calls effectively, leading to operational inefficiencies and potential service delays.
The Solution
To address these challenges, the fintech company partnered with Mteja, leveraging its powerful SMS and voice solutions to enhance customer interactions.
About Mteja
Mteja provides a comprehensive communication platform designed to streamline customer support for businesses through tools such as call center solutions, IVR, and multichannel communication features. By enabling seamless engagement across channels, Mteja helps businesses enhance customer experience, improve service delivery, and maximise operational efficiency. The platform’s versatile features, especially the IVR (Interactive Voice Response) system, enable companies to efficiently manage high call volumes while ensuring callers are routed to the right agents.
Optimised SMS Communication
By using Mteja’s SMS platform, the company could send transactional and engagement messages efficiently across its key markets. This ensured timely notifications, improved customer trust, and better service delivery.
Exclusive VIP Call Management
Understanding the need for prioritised support, the company implemented Mteja’s whitelist and blacklist features for its call center operations in Nigeria, Uganda, and the US. This enabled only VIP clients to reach dedicated support lines, ensuring high-priority customer issues were handled promptly without interference from non-essential calls.
The Impact
The integration of Mteja’s solutions delivered significant improvements in communication efficiency and customer experience:
8,263 total calls managed effectively, balancing inbound and outbound interactions.
Enhanced call center operations by allowing only pre-approved VIP clients to access dedicated phone lines.
Seamless SMS delivery across multiple African markets, ensuring critical financial notifications reached customers on time.
Looking Ahead
With its strong foundation in global transactions and fintech innovation, the company continues to rely on Mteja to enhance customer communication. As the fintech landscape evolves, their partnership with Mteja ensures they remain agile, efficient, and ready to serve millions of users worldwide.
For fintech businesses looking to optimise their customer engagement through SMS and voice solutions, Mteja offers scalable and reliable tools to enhance communication and improve customer satisfaction.