CRM Development for BNPL Platform to Improve Customer Engagement and Retention
We built a CRM solution for Zilch, a BNPL platform, to simplify customer lifecycle management. From KYC and onboarding to rewards, retention, and payment tracking, the solution helps teams deliver smooth financial experiences at scale.
Challenges
Zilch partnered with our software development company to strengthen customer relationship management and streamline customer engagement across its growing BNPL ecosystem.
The primary challenges focused on:
- Customer data was scattered across multiple operational systems.
- Manual customer support and engagement processes created operational bottlenecks.
- Limited visibility into customer behavior affected personalisation efforts.
- Retention campaigns lacked automation and predictive insights.
- Customer service teams required faster access to transaction and account information.
How We Solved Them
We developed an AI-powered CRM platform tailored to fintech customer engagement and lifecycle management.
Here's what we implemented:
- Developed a centralized CRM system for managing customer profiles and accounts.
- Automated the process of engaging customers and routing customer support tickets.
- Incorporated AI-based customer segmentation and behavior analysis.
- Allowed for real-time access to transaction and customer interaction history.
- Deployed reporting dashboards to monitor customer retention and engagement.
This solution improved customer relationship management while creating a more personalized and efficient customer experience.
Outcomes
- 46% increase in customer engagement
- 39% reduction in customer support response times
- 34% improvement in retention campaign performance
- 31% increase in operational efficiency
- 27% improvement in customer satisfaction metrics
