seQura Increases Productivity by 50% While Improving Satisfaction
seQura provides an eCommerce payment solution for retailers that improves conversion rates and secures certainty of payment. The company offers all payment methods including “Pay Now”, “Buy Now Pay Later,” or “Pay in 3” for both online and in-store purchases. As the preferred Buy Now Pay Later (BNPL) payment platform in Southern Europe, seQura helps people buy things they love, paying instantly, fairly, and flexibly with over 4,000 retailers and 1.8 million buyers in southern Europe. Founded in 2013, seQura is headquartered in Barcelona, Spain with operations in Spain, Italy, France and Portugal.
Challenges
Solutions
Results
Challenge
When seQura reached out to Playvox, they faced multiple challenges. The customer service team had grown exponentially since its creation. With this consistent growth, the time dedicated to compiling and reviewing KPIs, preparing performance reports, and carrying out audits was increasing. With this exponential team growth, new tools were required to provide timely and effective feedback to the team members, while also maintaining costs
Solution
With the Playvox Quality Management, seQura was able to recognize a plethora of benefits. First, seQura was empowered to design multiple scorecard templates to quickly audit different processes. Due to the team growing so rapidly, the number of people conducting audits increased and it became imperative for seQura to perform calibrations to ensure that all auditors followed the same process and used the same criteria. The different reports allowed seQura to detect weaknesses and areas for improvement – both within the different groups and at a general level. “Thanks to Playvox I can quickly and intuitively obtain data on the evolution of the performance of every team” Sergio Calero – Head of Customer Care
With Playvox Performance Management, seQura now has the information for all KPIs in one place. Updating the information is relatively simple and the information is always quickly accessible. All team members now have immediate access to their results, can see their performance, and compare their results with the rest of the team.
Results
Since implementing Playvox Quality and Performance Management, seQura reduced the time spent on data collection and reporting by 80%, “Playvox helps me to prepare the 1 to 1 sessions as it shows all the information in a very visual way” Bego Lardin – Team Leader
In addition to decreasing the time spent on data collection, the quality team’s productivity also increased by 50%. Team satisfaction also went up due to having access to all information on performance in real-time.
Learn more about seQura here
“Thanks to Playvox I can quickly and intuitively obtain data on the evolution of the performance of every team”
Sergio Calero
Head of Customer Care
“My productivity has increased since using Playvox, while, at the same time, I am able to perform more audits”
– Lidia Yepez- Quality Manager.
