The transformative power of technology

All-rounder: The best tech works for employees as well as customers (Universal Partners )

In today’s rapidly evolving financial landscape, cross-border payment companies like ours play a critical role in facilitating international transactions for businesses. Our customers rely on us to make seamless payments to suppliers, employees, and other stakeholders across multiple currencies. To meet these demands and exceed expectations, investing in advanced technology has become imperative. Whilst our business is built on the human-to-human interaction that sets us apart, by enhancing our technological infrastructure, we can not only simplify processes for our customers but also improve our employees’ efficiency and inform our strategic decision-making.

Delivering for our customers

One of the most significant benefits of investing in technology is the simplification of processes for our customers. Managing multiple payments in different currencies can be a daunting task for any business but the development of our new online platform offers a streamlined, user-friendly interface that allows customers to handle these complexities with ease.

Customers can now make payments, add beneficiaries, and manage their accounts all in one place. This level of control ensures they have a comprehensive overview of their financial activities, enabling them to stay on top of their finances. The platform’s intuitive design minimises the time and effort required to perform transactions, thus reducing the risk of errors and enhancing overall efficiency.

Moreover, the ability to automate regular payments and access detailed transaction histories empowers businesses to operate more smoothly. Customers can quickly review their financial activities, make informed decisions, and ensure that their international payments are timely and accurate. This level of convenience and reliability is crucial for businesses that operate on a global scale and need to maintain strong relationships with their international partners. By providing intuitive technology and access to information, we offer tangible benefits that enhance customer experience and foster loyalty, as customers recognise and appreciate the added value this brings.

Enhancing employee efficiency

While the benefits to our customers are clear, the impact of advanced technology on our employees is equally profound. Simplifying customer-facing processes is just one aspect; the internal advantages are substantial. For instance, the implementation of a robust CRM system can automate many routine tasks that previously consumed significant time and resources.

A modern CRM can manage customer data, track interactions, and automate follow-ups, freeing our employees from administrative burdens and allowing them to focus on more strategic activities. This not only increases productivity but also enhances job satisfaction, as employees can engage in more meaningful and impactful work.

Additionally, technology improves communication and collaboration within our team. With integrated systems, employees can access real-time data, share insights, and coordinate efforts more effectively. This seamless flow of information creates a more agile and responsive work environment, enabling our team to address customer needs more swiftly and accurately.

Advanced analytical tools and data visualisation also play a crucial role. Employees equipped with these tools can derive insights from large datasets, identify trends, and make data-driven decisions. This capability enhances our ability to develop and deliver innovative solutions that meet the evolving needs of our customers.

Informing strategic decision-making

Investing in technology also significantly enhances our strategic decision-making capabilities. By gathering data on customer behaviour and transaction patterns, we can offer more personalised and effective services. For example, understanding the currency strategies that best minimise risk for each customer allows us to provide tailored recommendations that protect their financial interests.

In the short term, this data-driven approach helps us serve our customers better by anticipating their needs and addressing them proactively. However, the long-term benefits are even more compelling. Through data, we gain deeper insights into our customers’ business models, challenges, and opportunities. This enables us to introduce new solutions that further enhance their experience of working with us.

For instance, when working with customers who generate sales from various territories, we not only help them mitigate the currency risk but can also identify which regions to focus on according to the impact that exchange rates can have on the end-customer demand for their product or service. Or, if a business is expanding into new markets, we can provide strategic advice and financial products to support their growth. This level of personalised service not only adds value but also strengthens customer loyalty.

Furthermore, demonstrating that we listen to and act on our customers’ feedback builds trust and provides the backbone to the long-term relationship that we aim to build. When customers see that we are invested in their success and continuously strive to meet their needs, they are more likely to remain loyal and engaged. This “stickiness” is invaluable, as it not only retains customers but also attracts new ones through a positive reputation.

All-round benefits

Investing in technology is a multifaceted strategy that benefits our customers, employees, and overall business operations. As founders of a cross-border payment company, we are committed to leveraging technology to deliver exceptional service, foster a positive work environment, and make informed strategic decisions. By doing so, we not only meet the immediate needs of our customers but also position ourselves as a trusted partner in their ongoing growth and success.