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Transforming payment services
How a national payment aggregator transformed their payment services in the UAE.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
In UAE, the technology and finance sectors are experiencing rapid growth together. Managing this dynamic growth brings multiple challenges for enterprises, as it did for a well-known national payment aggregator and one of the largest IT enterprises in the UAE.
Challenge
The enterprise had envisioned becoming the leading payment service provider in the region. However, an overall lack of integration in their services and workflow hindered it from achieving that. Despite being a pioneer in the payment industry, the enterprise faced several challenges that disrupted their growth and performance. These challenges stemmed from outdated technology and a lack of integration in their services and workflow, resulting in gaps and inefficiencies in the payment process, delays and errors, payment inconveniences, and limited options to access services, which affected customer trust and loyalty. The technology infrastructure was not robust enough to handle the growing volume and complexity of transactions, exposing it to risks and vulnerabilities.
These challenges posed a serious threat to the client’s reputation, competitiveness, and profitability and demanded a radical transformation of their business model and technology.
Their challenges included:
1
Poor service delivery
2
Low customer engagement
3
Disintegrated services
4
Lack of scalability and security
Solution
To overcome these challenges, the client partnered with Bahwan CyberTek to embark on a business transformation journey. They leveraged ePay, Bahwan CyberTek’s advanced platform for payment services, to enhance their operational efficiency, customer satisfaction, and market share. Bahwan CyberTek addressed the root causes of the client’s challenges and provided a comprehensive solution to enhance their business capabilities and performance. By integrating their services with various payment methods, channels, and systems, the client was able to offer a seamless, reliable, and convenient payment experience to its customers. The solution also included encryption, authentication, and auditing mechanisms to ensure transaction security and compliance. The client improved their operational efficiency and effectiveness by integrating its internal processes and systems with each other and with external partners.
1
Integration of disparate payment services.
2
Implementation of a centralized and secure payment gateway for transactions.
3
Modernization of the client’s operations with better integration.
Impact
The solution had a profound impact on business and customer engagement. The client could enhance its service integration by connecting its services with multiple systems. Customers could now access and use more services with greater convenience. Service delivery and customer engagement improved with simpler processes and more efficient interactions. Customers could now make payments more seamlessly, using their preferred methods and channels. The client modernized their workplace with greater automation, improved workflow, and shared services. The client improved their customer experience by reducing delays and errors and improving customer engagement. Customers could now enjoy faster, cheaper, and safer transactions, while partners could benefit from increased revenue and collaboration. The client could also improve their collection significantly, which positioned them for future growth and enabled them to materialize their vision of becoming the leading payment service provider in the region.
1
Enhanced integration of different services and enterprise processes.
2
Improved service delivery and customer engagement.
3
Modernized and connected workplace
4
Improved customer experience
5
Reduced visits to government collection counters, saving 27.5 million km worth of traveling distance
6
Increased collection to AED 4 billion with 3.5 million transactions for 100+ e-services.
Conclusion
The partnership helped the client in their transformation journey, which modernized their business and technology and created enduring value for their customers and partners. It brought greater business value to the client with integrated service, simplified processes, enhanced customer experience, higher collection, and increased revenue. Today, the client continues to leverage ePay to offer the best payment services in the UAE.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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