Foreign Exchange Requests
At Investor’s Edge, I designed a new online feature that allowed users to submit an online foreign exchange request from their Mobile Wealth app instead of calling in to submit a request over the phone.
Challenge
During the peak of the pandemic, the Investor’s Edge call centre was flooded with incoming calls with wait times up to 4 hours, resulting in a very poor customer experience.
With the help of our call centre employees, I reviewed the various reasons for customers calling as well as their average time spent completing the transaction. As a result, we started to look at the process of foreign exchange requests.
Solution
Submitting a foreign exchange request required customers to call in and receive a live exchange rate and process the request over the phone. With the help of our developers, we were able to implement this process into our trading app, allowing users to log in and submit their requests online.
Results
The foreign exchange request form contributed towards minimizing the volume of calls received, resulting in a better customer experience and shorter wait times.