OEX Group supports the VIPPO customer service process

Voice Contact Center and ArchiDoc, OEX Group companies, provide services in the area of multi-channel customer service and document management for VIPPO, a new player on the fin-tech market in Poland.

As part of the project, the companies from the OEX Group are responsible for handling incoming communication via the telephone channel, email and chat. Trained consultants are responsible for customer inquiries regarding the VIPPO offer and the rules of using the company’s online loan platform.

The OEX Group supports VIPPO also in the area of information flow, providing services in the field of office as well as digitization and archiving of documents. As part of the cooperation, all incoming correspondence addressed to VIPPO goes directly to the ArchiDoc operations center, where it is digitally processed and made available to the customer from the level of an online application.

VIPPO is a brand that appeared on the Polish online loan market in 2017, and at the beginning of 2018 it received the Loan Magazine award in the Debut of the Year 2017 category. At the very beginning of its business activity, the company decided to outsource the contact with the customer.

A high standard of customer service is our priority. Also, our name refers to it – we want every customer to feel like a VIP with us. As a new brand on the market, we focused on cooperation with a partner who has experience and adequate infrastructure to provide customer service at the highest level – says Przemysław Kromer, Member of VIPPO Management Board.

The OEX Group offers integration of activities in the area of customer service and back office. As part of the service, one operational team can carry out all activities related to the contact with customers and the processing of documents and other data accompanying this process.

Our experience shows that companies from the fin-tech sector are more and more often using external support in the area of customer service and back office processes. We are currently implementing projects for several players from the loan sector. This is a dynamically growing industry that is open to innovation and new channels of contact with the customers – said Ewa Depta, member of Voice Contact Center management board.

OEX Group companies offer fin-tech sector customers also the service of additional sales, customer satisfaction surveys, a consultancy in the field of Customer Service Office (BOK) optimization, and implementation of electronic document workflow.

The Polish market of loan companies is one of the most dynamically growing markets in Europe. The National Bank of Poland (NBP) research shows that about 10% of Poles use non-bank loans[1]. The number of customers using the online channel is the fastest growing segment of this industry[2]. According to Federacja Konsumentów [the Customers’ Federation] report[3], nearly 40% of people decide to finance their basic life needs using non-bank loans. About 15% of respondents spend those funds on trips and purchase of Christmas gifts.

[1] NBP, 2015, http://www.nbp.pl/home.aspx?f=/aktualnosci/wiadomosci_2015/zanim-n.html

[2] “Rynek pożyczek gotówkowych” [Cash loans market], Biznes Raport, Gazeta Finansowa, June 2017

[3] “Konsument na rynku usług pożyczkowych” [A consumer on the loan services market], Federacja Konsumentów, 2013