Our Client
We partnered with our client (a Fintech giant) to fix the broken autopay functionality used for collecting property tax in NYC counties. Over the years, their operations had become more complex, with disconnected systems spread across various county offices. Its billing and payment methods were not keeping up with customer demands, and there was a dire need to fix its platform. They hire the Amsin development team to create a solution and improve their auto-pay functionality to ensure timely payments.
Challenges
Customers claimed they had paid through the autopay feature, and customer representatives would see something completely different in the system, indicating that autopay is turned off on their account, resulting in defaulting the customers, even when the payment had been made. The service representatives had to toggle between systems to make sure the payments were made as claimed by the customer, which slowed call resolution time, hurting agent productivity and reducing customer satisfaction. As a result, they were logging duplicate invoices and payment data. They faced a difficult situation where a report showed 30% of all taxes were not paid, adversely affecting the relationships with the county customers and damaging its position. Receiving feedback from the residents who were dissatisfied with the service delivery level as the resolution process took time and effort from both sides.
There was a need to improve the customer’s payment experience and ultimately streamline their billing and payments. It was a legacy standalone customer service (CS) application that was turning off the autopay feature for the customers, resulting in defaulting the customers.
Solution
To smoothly upgrade the system, Amsin’s team did a thorough analysis, gathered the information piece by piece, collaborating closely with the customer’s developers and customer support team, and proposed a solution for modernizing the autopay feature and fixing the autopay feature. Also, provided a detailed history of the modifications made by the customer. Amsin’s team quickly got a general understanding of the solution’s functionality and connections to start implementation.
Since the portal deals with personal information and money, protecting users from fraud was essential. Amsin has covered protection against attacks through tokens, processing incoming and outgoing data, blocking data loading, etc. Implementing .NET API based on REST used for authentication.
Results
- After that, 96% of all payments have been collected through the AutoPay solution.
- Paper statement costs reduced between 50 – 60%
- Enhance the customer experience
- AutoPay feature shuts off only when certain conditions are met, like if the property is sold/transferred, etc.
Technology Stack
C#.NET, Angular VeuJS, ASP.NET MVC, SQL Server, MongoDB, WebAPI, RESTful, Microservices, Entity Framework, Stripe Payment Gateway Integration, Azure Functions, Azure DevOps, SignalR, Nservicebus, RabbitMQ, Redis, Docker, Kubernetes, Git, NUnit/XUnit Test
Agile & Fast Development: Allows the involvement of business owners, stakeholders, and non-technical people in the development process, ensuring fast progress.
Unit-testing: Refactoring of all pieces of functionality began with unit-test creation to validate the correct behavior of the refactored code and rapid discovery of errors during the development.
Code review: All changes in source codes were checked crosswise. In this way, they achieved a high quality of code, integration of team knowledge about the system, and close cooperation among team members.
The client can now focus on business endeavors without being preoccupied with background operations and the maintenance of their web infrastructure. Additionally, unnecessary costs have been significantly reduced to a minimum.