USA
Financial Services
200-300 employees
As one of the leading platforms for reliable payments, PayNearMe acts as a secure service that provides a new robust set of payment methods, giving customers more options and making reconciliation a breeze.
Their goal is to make payments easy and accessible to everyone, both to the clients that they serve, and to make the merchants’ business operations easier and more efficient.
Increasing merchant experience in day-to-day operations
As a full secure and flexible payment solution, PayNearMe knows how tedious and time-consuming it is to achieve the merchant onboarding process, for both merchants and the onboarding team. Keeping track of every new merchant application was complicated for the whole team as they have to manage their KYB onboarding process in a timely manner.
Cassandra Seppings, Sales Operations Specialist at PayNearMe describes their former onboarding process as a real challenge, as it was mostly based on back and forth exchanges with merchants, having to collect all the documents they needed from them.
Besides, the team was juggling with multiple tools to manage the entire onboarding process, from document collection to internal verifications. As the team was processing with multiple tools to complete each customer onboarding step, on the merchant’s side the onboarding process experience was not what the team was expecting.
“ When it comes to onboarding, you know, this part of the process is never really the one that everybody enjoys. So our biggest challenge was really just keeping the customer engaged during that time, to try to get the documents in a timely manner. “
The main goal for Cassandra and her team was to smooth out the client onboarding experience for both internal and external purposes : streamlining their team tasks, and providing a better experience to the merchants.
An all-in-one platform tailored to PayNearMe’s needs
After trying out several options, the team still hasn’t found the solution they wanted, meaning a single and secure onboarding process solution that could help them build and manage customer onboarding workflows. That’s when Clustdoc came in. The platform met PayNearMe’s needs perfectly.
The team quickly got up to speed with Clustdoc KYC onboarding software, and noticed how easy it was to work with such a professional tool.
Using Clustdoc, Cassandra and her team are now able to easily create an end-to-end onboarding process : from automating document collection, capturing their merchant’s data through online forms, to getting their contract signed, every step of the merchant experience is centralized in one interface.
What they enjoy most about the Clustdoc process is that they can automatically update the list of items required, based on the merchant’s profile, using the conditional display module – Which makes the process more efficient and personalized for the customer.
“ Being able to put in some conditional formatting to try to catch any potential red flags or challenges we may have during onboarding is a must. Like, for example, if merchants don’t have a particular type of document we regularly request. We can build in that conditional formatting to automatically request alternative documents. “
By integrating this feature, PayNearMe avoids back and forth between the team and the client and keeps the experience more positive for their clients. Cassandra also mentions the automated reminders that can be set up in Clustdoc to ensure the merchants are informed of what is expected of them, and what remains to be done in their process.
“ Having the automated reminders has been a real time saver. It eliminates the need for constant manual follow-ups, and I can view how engaged the client is. ”
This makes the process more streamlined and efficient, enabling the team to be more reactive in their approach. Finally, the biggest win for Cassandra is the level of customization she gets when creating a new process.
6
entities use Clustdoc to onboard new clients
x2
in productivity since switching to Clustdoc
Zero
errors during KYC verifications
Building unique and secure experience that exceeds customers' expectations
“We build different processes and different approval workflows for the different departments, so now we’ll be sending emails to various departments that we’ve gotten in there. It keeps the process very transparent amongst departments.”
PayNearMe found in Clustdoc an intuitive and easy-to-use platform to build custom and seamless onboarding process experiences in a systematic and compliant way.
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