Download PDF
Freshworks > Case Studies > Mama Money Enhances Customer Support and Boosts Resolution SLAs by 40% with Freshchat
Freshworks Logo

Mama Money Enhances Customer Support and Boosts Resolution SLAs by 40% with Freshchat

Technology Category
  • Analytics & Modeling - Robotic Process Automation (RPA)
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Sales & Marketing
Use Cases
  • Chatbots
  • Track & Trace of Assets
Services
  • System Integration
The Challenge

Mama Money, a rapidly growing tech company specializing in cross-border payments, was facing challenges with their customer support system. They were using Google Sheets to track all customer interactions, which became increasingly cumbersome as the company expanded into new regions and increased their field agent strength to 2500. The company was facing scaling and growth-related issues and needed a solution that could cater to their specific needs. These included identifying new channels for rapid market acquisition, managing the increased volume of customer interactions, and providing a simple and intuitive user interface, especially in markets like West Africa where users were less tech-savvy.

About The Customer

Mama Money is the world’s first Social Business Money Transfer Operator. The company started as a small seven-member team operating only in South Africa and has grown into a 120+ strong company with operations in 19 countries across Africa and Asia. Mama Money aims to assist African and Asian expats in transferring money home by lowering the cost of cross-border payments. The company was awarded the best FinTech startup in South Africa in 2019. Their brand promise is to provide an easy way to send more money home by offering best-in-class customer experiences across channels.

The Solution

Mama Money chose to integrate Freshchat and Freshdesk for a scalable and holistic customer experience. This solution offered a simple user interface, fast onboarding time, and the ability to track Service Level Agreements (SLAs). Agents could quickly access customer information using the Context Pane, enabling personalized customer support at scale. Managers could use reports to identify and address operational issues. Additionally, Mama Money integrated WhatsApp with Freshchat, given WhatsApp's popularity across Africa. This allowed for faster and more accessible customer interaction. They also implemented bots in WhatsApp to handle basic questions and direct higher-level queries to the right team. This integration led to a significant increase in the number of conversations initiated and improved their First Contact Resolution ability by 34%.

Operational Impact

  • The integration of Freshchat and Freshdesk, along with the use of WhatsApp, has significantly improved Mama Money's customer support operations. The simple and intuitive user interface has made it easier for agents to provide personalized customer support at scale. The ability to track SLAs has helped managers identify and address operational issues more effectively. The use of bots to handle basic queries has also helped manage the increased volume of customer interactions. Overall, the new system has enabled Mama Money to provide better customer experiences while maintaining their promise of sending more money home.

Quantitative Benefit

  • First Contact Resolution ability improved by 34%

  • Achieved 82% of their resolution SLAs

  • Number of conversations initiated increased 16X — from 1500 per month to 25000 per month

Related Case Studies.

Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Learn more
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Learn more
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Learn more
Case Study
MasterCard Improves Customer Experience Through Self-Service Data Prep
Derek Madison, Leader of Business Financial Support at MasterCard, oversees the validation of transactions and cash between two systems, whether they’re MasterCard owned or not. He was charged with identifying new ways to increase efficiency and improve MasterCard processes. At the outset, the 13-person team had to manually reconcile system interfaces using reports that resided on the company’s mainframe. Their first order of business each day was to print 20-30 individual, multi-page reports. Using a ruler to keep their place within each report, they would then hand-key the relevant data, line by line, into Excel for validation. “We’re talking about a task that took 40-80 hours each week,” recalls Madison, “As a growing company with rapidly expanding product offerings, we had to find a better way to prepare this data for analysis.”
Learn more
© 2015-2024 IoT ONE Limited | Privacy Policy

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.