FINANCIAL SERVICES (PAWNING + DOMESTIC REMITTANCE + PAYMENTS + DIGITAL WALLET) CASE STUDY
Cut operational costs by 25% for a 3,300+ branch finance network
We delivered a unified CRM that connected pawning, remittance, bill-pay, e-load, and wallet journeys-then automated branch-to-back-office workflows.
35% higher data accuracy
25% lower operational costs
20% higher client satisfaction
Financial services (pawning + domestic remittance + payments + digital wallet) Case Study
THE CHALLENGE
What was holding them back
Operational pain
Customer data scattered across service lines and branches.
Business risk
Slower service, higher errors, inconsistent client handling.
Why tools failed
CRMs were not integrated; workflows stayed manual and duplicate-prone.
CLIENT SNAPSHOT
About the client
Industry
Financial services (pawning + domestic remittance + payments + digital wallet)
Geography
Philippines
Service
CRM & Workflow Automation
Existing Tools
Multiple disconnected CRMs + manual spreadsheets across service lines
THE SOLUTION
Our Financial services (pawning + domestic remittance + payments + digital wallet) Solution
Unified Customer 360
- Merged profiles across all service lines into one record.
- Reduced duplicates with rule-based matching and validation.
Branch-to-Back-Office Workflow Automation
- Automated customer onboarding, case routing, and approvals.
- Enforced SLA queues to reduce handoffs and idle time.
Service Journey Standardization
- Standardized service steps for pawning, remittance, bills, wallet support.
- Applied templates/checklists to ensure consistent client experience.
Integration & Data Sync Layer
- Connected legacy systems through secure APIs and connectors.
- Enabled near real-time sync for status updates and service history.
Roles, Controls & Auditability
- Role-based access by branch, region, and function.
- Audit logs captured every profile change and service action.
THE IMPACT
Measurable Results
35%
Data Accuracy Lift
fewer duplicate customer records
25%
Cost Efficiency Gain
lower operational handling cost
20%
CX Improvement
higher post-service satisfaction scores
40%
Faster Resolution
quicker ticket closure time
6-
Week Time-to-Value
6-week first-region go-live
TECH STACK
Technologies Used
Unified CRM
