What is a PLS card, how can I add money to it, and so on.
One of America's most successful and fastest-growing consumer financial services jumped-start their journey of digital transformation for their "Xpectations Visa Prepaid Card" program by creating a mobile application.80,000 customers were able to access their banking information through the app.The call center spending was lowered because of the time and effort saved by the mobile app.
With more than 350 retail locations in 12 states, PLS Inc. is a leader in financial solutions and business services.Providing people with value, service, and respect is just as important as helping them.Customer service and innovation are at the center of their two essential delivery vehicles.
PLS wanted to give their Xpectation's Card customers access to their banking information using a secure mobile app so they don't need to go through their call center to get routine information such as card balance.Both sides of the equation would benefit from the mobile app.Customers can access information faster with fewer steps and the time and resources of the call center can be reduced.
The Digital Transformation journey was very early for PLS.Adding more bodies to customer support operations was not sustainable as their brand promise was built around the customer at the center of the experience.An innovation path had to be carved.The opportunity was too pressing to afford a long ramp-up because they did not have the internal framework to support a Mobile Application.A lot of teams were brought in to build the solution.
To achieve the outcome of daily support aspects, the interface had to be easy to use for quick user adoption and retention.The development, implementation and quality assurance of the iPhone app, Android app and the admin web app had to be executed with precision and speed due to the sensitive nature of financial applications.All the services needed for the mobile apps had to be completed.