Outcome

Automation between CRM and PaymentIQ removed a high-volume escalation process and eliminated daily internal escalations.

Client Context

A global Forex company was experiencing operational pressure caused by a recurring manual process within its payment setup.

The issue was not with PaymentIQ itself, but with how the client’s CRM workflows were configured, requiring manual PaymentIQ adjustments for specific scenarios.

At scale, this resulted in approximately 1,000 internal escalations per day between operational teams.

The company engaged KYZEN for its experience working with PaymentIQ environments and its ability to design effective operational improvements within that ecosystem.

Challenges

The client’s workflow relied on manual intervention for a recurring payment-related scenario.

Each occurrence triggered an internal escalation requiring an operational team member to apply the necessary PaymentIQ adjustment.

At scale, this created several operational challenges:

• Around 1,000 daily internal escalations tied to the same scenario.
• Repetitive PaymentIQ adjustments for individual users.
• Operational teams spent significant time handling routine escalations.
• Internal workflows slowed by the volume of requests.

The issue was not a limitation of PaymentIQ, but how the workflow relied on the client’s CRM. The required changes were implemented within the CRM to enable automation.

Approach

KYZEN worked with the client and their platform provider to address the root cause of the escalation loop.

The objective was to remove the need for manual intervention by allowing the systems involved to handle the scenario automatically.

Key steps included:

• Collaboration with the platform provider: KYZEN liaised with the client’s platform provider to determine how the issue could be resolved within the existing system architecture.
• Automation between CRM and PaymentIQ: The client’s CRM was updated to support automated interaction with PaymentIQ.
• Removal of the escalation loop: Once the automation was implemented, the scenario that previously required manual intervention no longer generated internal escalations.

Results

The changes removed the escalation process and improved internal workflows.

Key outcomes included:

• Removal of internal escalations: The automation eliminated approximately 1,000 daily escalation requests.
• Improved internal workflows: Operational teams no longer needed to process repetitive escalation requests.
• Greater operational focus: With routine escalations removed, teams could dedicate more time to higher-priority operational issues.
• Improved user experience: The change removed the need for manual handling of this scenario within the payment workflow.

Operational Takeaway

The bottleneck was not PaymentIQ, but how the workflow relied on the client’s CRM.

By removing the escalation loop and introducing automation between CRM and PaymentIQ, the manual process was eliminated and internal workflows stabilized.