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Mercuryo attains a 90%+ service level with Dialpad WFM

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Mercuryo logo

Segment

  • Midmarket

Industry


Mercuryo is a global payments infrastructure platform aimed at reinventing the ease of making payments. It does so by providing businesses from both the fiat and crypto worlds with a wide range of financial services and products, accessible through single API integration.

Dialpad’s customer care and obsessive focus on building the right things for their customer has exceeded our expectations.

Phil Andrews
Head of Customer Service, Mercuryo

Mercuryo’s challenges

Operating within the financial services industry, the Mercuryo support team responds to live chats within 5 minutes, targeting a 90% service level attainment.

With the team split across three geographies and rotating day shifts, afternoon shifts and night shifts, scheduling became a nightmare on spreadsheets for Phil, Mercuryo’s Head of Customer Service.

Phil looked to Dialpad WFM to solve four main challenges:

  1. Scheduling the teams shifts and knowing who is supposed to be working and who isn’t based on specific rotations set out in their employment contracts

  2. The need for more process around scheduling non-inbound tasks such as KYC checks

  3. Timezones were causing unneeded confusion to figure out who was working different hours across their three geographies

  4. Forecasting and connecting Intercom heat maps to a scheduling tool to have the right levels of coverage within working hours

How Dialpad WFM helped Mercuryo

Mercuryo started using Dialpad WFM in April 2023. Phil had experience working with workforce management software before where onboarding was a chore. He was thrilled he could get Dialpad WFM up and running within just a week.

They got immediate value from automating their shift plan rotation, where their different teams spanning different geographies have different rotating shift patterns.

Activity scheduling

With Dialpad WFM, Mercuryo is able to customize their intraday schedule to ensure they have sufficient time spent on KYC checks, reporting and quality assurance. They’ve created separate schedules for their agents still in training to make sure that new joiners have sufficient time to get ramped up with the right training in place.

Screenshot of Dialpad WFM's daily schedule view with forecast and agent schedules

Integrations with existing tech

Dialpad WFM has automated integrations into Mercuryo’s entire tech stack: Intercom for live chat, BambooHR for time off, Slack for communication and Outlook for calendar events. This meant that Phil’s team got a single source of truth connecting their disparate systems into Dialpad WFM.

Screenshot displaying the logos of integrations with Dialpad WFM

Improved shift scheduling

They got immediate value from automating their shift plan rotation, where their different teams spanning different geographies have different rotating shift patterns.

Timezone management is now a breeze in comparison to scheduling in other workforce management systems that still require manual calculations to be made. The team customizes their break windows to optimize lunches at the right time — so the team can get a well deserved break without leaving support channels inadequately covered as a result.

In addition to the Mercuryo team being able to onboard within a week, they’ve also been blown away with the speed of development and new feature releases from Dialpad WFM.

Screenshot of Dialpad WFM's time zone selector feature

We wanted an Outlook export, and within weeks the Dialpad team had shipped it. Their customer success and obsessive focus on building the right things for their customer has exceeded our expectations. Our four managers are able to seamlessly create different plans and schedules on Dialpad for different events, whether it’s new joiner onboarding, our standard plan or more bespoke plans.

Phil Andrews
Head of Customer Service, Mercuryo

Book a demo today

If you’re an organization like Mercuryo and you’re looking to improve your SLA’s, feel free to get in touch to see if we can help you get there.