Industry
Payments & Fintech
A Global FinTech Achieves a 90% First Contact Resolution Rate with a Unified Salesforce Service Cloud Platform
First Contact Resolution rate achieved through CRM360 unified platform
reduction in Customer Support Agent effort through AI implementation
in customer service interactions managed through the unified platform
Rapid growth and acquisitions had left a global fintech company with disconnected CRM systems, limiting visibility into customer interactions and straining operational efficiency. The client prioritized CRM consolidation on Salesforce Service Cloud to unify data and operations across the business.
Altimetrik helped the client build CRM360, a unified customer engagement platform that automated and personalized interactions, established an enterprise contact center, and layered AI-driven efficiency across support operations. The result: 90% First Contact Resolution, 60% reduction in agent effort, and 54% increase in contact volume serviced.
Navigating a fast-evolving market, the client prioritized customer-centricity and innovation but rapid growth through acquisitions had left it managing disconnected CRM systems across the business. Each acquisition introduced new tools, new data silos, and new workflows that resisted consolidation.
The organization needed enhanced visibility, deeper customer insights, and seamless operations across all business units. Managing fragmented CRM environments piecemeal was creating inconsistent customer experiences, limiting the AI-driven efficiency the business needed, and preventing the contact center from operating at scale.
For a fast-growing global fintech, disconnected CRM systems are a direct revenue and retention risk. With $20M in customer service interactions to manage, every basis point of First Contact Resolution performance and every reduction in agent handling time translates directly into customer satisfaction and operating cost.
Altimetrik helped the client build CRM360, a unified approach to customer engagement powered by Salesforce Service Cloud. The platform automated and personalized customer interactions at scale, using Salesforce capabilities to create a consistent, intelligent experience across all business units and acquisition integrations.
An enterprise-grade contact center was established, consolidating support operations from across the business into a single, managed environment. AI-driven solutions were layered into support workflows to reduce agent effort by 60% while maintaining and improving service quality.
The teammate experience was unified in parallel consolidating internal tools and fostering collaboration and productivity across an organization that had grown through fragmented acquisition. The result was a platform that improved the customer experience and the employee experience simultaneously.
Altimetrik approached this CRM transformation by solving the customer experience and the employee experience as a single problem unifying fragmented systems into a platform that made both better simultaneously, rather than treating them as separate workstreams.
With CRM360 now live, the client is equipped with a scalable Salesforce platform ready to absorb further growth and acquisitions without rebuilding the customer engagement foundation from scratch with each new addition to the business.
“Amit Singh is the Chief Strategy Officer and Chief of Staff to the CEO at Altimetrik, where he drives corporate strategy, growth acceleration, and value creation through transformation initiatives. In this dual role, he partners closely with leadership teams, investors, and the board to align business strategy with sustained, technology-driven growth.
With over two decades of experience at the intersection of technology, business, and transformation, Amit brings a unique perspective on how organizations can innovate and adapt in a rapidly evolving digital landscape. His career has been defined by building high-performing teams, scaling innovative platforms, and driving organizational change to deliver lasting impact.
Before joining Altimetrik, Amit held senior leadership roles at Visa, where he led technology strategy, engineering, and product development for Real-Time Payments and the Visa Developer Platform. Earlier, he served as Chief Product Officer at a startup and spent more than a decade at Oracle, leading product and engineering teams across a wide range of enterprise software applications.”
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