The Challenge:

The bank identified approximately 5,000 merchants whose transaction volumes made them vital to long-term revenue growth but also most susceptible to competitive poaching. CX challenges included:

• Lack of proactive account management, leading to missed retention and upsell opportunities
• Limited visibility into merchant needs, making it harder to personalize support or recommend growth solutions
• Disjointed engagement processes that failed to build trust or demonstrate value beyond basic transaction handling
• Inefficient outreach, impacting agent productivity and operational ROI

The bank needed a model that combined personalized outreach with structured insights to drive both retention and expansion.

The Solution:

To address these issues, Aucera deployed a strategic “Pod” engagement model—a one-to-one relationship management framework where specialized agents acted as dedicated account managers for assigned merchants.

This approach was anchored by three structured touchpoints:

• Outreach & Introduction
  Agents proactively introduced themselves as service managers, establishing trust while gathering contextual data about each merchant’s business.
• Customer Insight Review
  Using tailored insight reports, agents collaborated with merchants to assess account health and identify stabilization or growth actions.
• Follow-up & Value-Added Solutions
  Armed with merchant data, agents delivered targeted recommendations—from process education to marketing cross-sell opportunities—aimed at reinforcing the relationship and driving value.

Throughout the process, the team emphasized personalization, timely follow-through, and measurable results, addressing the service gaps often seen in traditional merchant relationship models.