Koerich's financial system was outsourced through Pagar.me. The problem occurred during holidays and Black Friday because, as instabilities commonly happen and transaction volume surged, errors and instabilities increased alongside it.
With a support team ready, but at the mercy of Pagar.me's support, tickets snowballed due to the lack of autonomy to resolve issues caused by the third-party setup.
Pagar.me system
⭐ Grant Koerich autonomy over its own financial system.
Reduce dependence on Pagar.me support and enable the internal team to quickly resolve instabilities and demands.
⭐ Reduce the volume of accumulated tickets during critical periods.
Minimize the ticket 'snowball effect' during Black Friday and holidays.
⭐ Reduce outsourcing costs.
Cut ongoing expenses associated with the use and support of the outsourced system.
⭐ Achieve greater transaction stability.
Prevent crashes, errors, and instabilities, especially when transaction volume spikes.
⭐ Ensure faster problem resolution.
Enable the internal team to monitor, detect, and resolve failures immediately.
⭐ Enable internal innovation.
With an in-house system, it is possible to implement new features, integrations, and improvements without depending on third parties.
A system was developed to give the support team direct control over transactions, customer unblocking, and instability prevention. With future improvements, the idea of commercializing the system itself also emerged.
Results:
Koerich gained full autonomy over its financial control. Reduced expenses associated with system outsourcing.
Created the opportunity to commercialize the system to other companies.