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One of China’s first and leading digital consumer finance platforms, PPDAI Group (Paipaidai), offers short-term loans to more than 82 million users. The company has grown quickly by appealing to Internet-savvy borrowers aged 20 to 40 years.
To keep pace with rapid growth, Paipaidai boosted their customer service capacity. The company equipped more than 2,000 agents across four sites over a 12-month period. However, as loan volumes rocketed, vital tasks like payment collections became more difficult to manage.
“We’d arrived at a crossroads where the business was being held back substantially by expensive legacy contact centers unable to scale or support digital channels,” said Cheng Lei, Senior IT Manager for Paipaidai. “We needed a new path that could guarantee a reliable, automated and efficient omnichannel customer service.”
“We needed an omnichannel platform that enabled stricter compliance and breakthrough improvements in reliability, automation and efficiency.”
Cheng Lei, Senior IT Manager, PPDAI Group