DailyPay, founded in 2015, is rewriting the rules of employee wage access. By allowing real-time access to funds after completing a shift, DailyPay is delivering on a vision to build a new, fairer financial system for workers. As more employers joined the movement, the company was facing significant growth, creating new pressures for its customer support operations.
Finding the right partners for the job
An outdated tech stack, manual QA processes, and inefficient workforce management couldn’t rise to the challenges of growth, leading to inconsistent service quality. DailyPay needed a scalable solution to support global growth and enhance its customer experience.
To address these challenges, DailyPay sought the expertise of InflowCX. InflowCX played a crucial role in identifying and integrating the right technology partners for DailyPay. By understanding DailyPay's specific needs, InflowCX facilitated the selection and implementation of Assembled and Observe.ai, ensuring a smooth transition and optimal use of these tools.
It started with the people. Both Assembled and Observe.ai were transparent, flexible, and truly listened to our needs. And Inflow’s expertise and support were crucial in bridging gaps and speeding up the process."
Ryan Moore, VP Customer Operations
Integrations deliver the best of all worlds
Assembled was appealing because it provides a modern workforce management platform that seamlessly integrates with DailyPay’s existing systems. One of the DailyPay team’s favorite features is the BPO connector, which allows third-party providers to use their tools while integrating with DailyPay’s system, reducing errors and boosting efficiency. Advanced scheduling tools, accurate forecasting, and more visibility into agent performance enable better decision-making, contributing to significant operational savings.
Assembled’s BPO connector meant that my BPOs could stay in the tools they were already experts in, and the API would funnel their data into Assembled. Now our new BPOs can be up and running immediately."
Ryan Moore, VP Customer Operations
Observe.ai was appealing because it offers advanced QA workflows to provide more timely feedback to agents and high-quality transcription for better analysis of customer interactions. Assembled's Agent Scorecard combined with QA scores from Observe.ai creates a holistic view of agent performance for improved reporting and coaching opportunities.
Seeing results in record time
The implementation of Assembled and Observe.ai, facilitated by InflowCX, delivered immediate and substantial benefits for DailyPay. Assembled was deployed across four sites and two BPOs, scheduling an average of 454 agents weekly. This resulted in a 65% reduction in time spent on scheduling and saved real-time analysts (RTAs) 15% of their time. Additionally, DailyPay saw a 7% increase in SLA organization-wide, and improved adherence led to 9,600 hours saved per month — the equivalent of $1.1 million in annualized productivity gains. So far, the company has achieved a 5× return on investment on its Assembled contract.
Simultaneously, Observe.ai’s automated QA processes improved the frequency and accuracy of evaluations, contributing to a significant improvement in customer satisfaction and agent performance. Within the first year, DailyPay experienced an 8.5% increase in QA scores and a 22% rise in customer satisfaction scores. The new systems supported the addition of new BPO partners and facilitated global expansion, ensuring scalability.
Building for the teams of today and tomorrow
By partnering with InflowCX, Assembled, and Observe.ai, DailyPay transformed its customer support operations, achieving significant improvements in efficiency, quality, and customer experience. The seamless integration of these advanced technologies, facilitated by InflowCX, provided DailyPay with the tools and support needed to meet the demands of its expanding business and deliver exceptional service to its users.
When vetting new vendors, make sure to prioritize transparency, flexibility, and a true partnership. Both Observe.ai and Assembled have been responsive and proactive in meeting our needs, which is crucial for a successful long-term relationship."
Ryan Moore, VP Customer Operations
Today, DailyPay continues to lead the industry in earned wage access and set new standards for customer service excellence. With the ongoing support of Assembled, Observe.ai, and InflowCX, DailyPay can continue to scale further as it adapts to evolving customer needs.
