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Multinet provides a better CX and customer support to its giant ecosystem with Jetlink Conversational AI
Multinet Up was established as a meal card company in 1999, and today it has turned into a leading fintech group with its technology and start-up investments. To manage the chat conversations and provide a better customer experience to its ecosystem that touches over 200 thousand institutions and 2 million card users, Multinet chose Jetlink as their Converastional AI partner. Here’s how that turned out.
Products & Services Used
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23 hours
Saved per day on average
1,741,681
Users and counting
7x more
Messages after WhatsApp integration
About Multinet
Industry: Fintech
Company size: Enterprise
HQ location: 27-29 Avenue des Louvresses, Gennevilliers, 92230, France
Up connects individuals, businesses and regions to develop management, transaction and relationship platforms that contribute to well-being and performance. Up designs integrated solutions (vouchers, cards, mobile applications, web platforms...) for every aspect of people’s daily lives: meals, gifts, culture, leisure, holidays, personal services, training, education, health, social assistance business expenses.
Up is an independent international group whose parent company is a cooperative and participatory society: it belongs to its employees. With 3 400 employees and operations in 19 countries, Up is present in the everyday lives of 24.5 million people across the world.
We announced our WhatsApp line that we manage with Jetlink on our IVR, and the number of conversations, which was 300 per day, increased to 2000 on a day. It made us sure that our customers were already waiting for this while we were thinking whether we should have WhatsApp channel or not.
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Gül Bilgin Mokan
Customer Experience Director
What is next?
Next step is growing this giant ecosystem by leading more customer in. We believe that RoboNet, the AI assitant of Multinet, can handle more than 2 billions members in the Multinet Up ecosystem and can give more personalized answers. The goal is never miss even a single visitor by using proactive messages. We’ll be adapting more intense conversational AI to the bot, more features and webservice integrations coming along for the next chapter of RoboNet.
Shortened First Response Time and Time Spent on a Customer Issue with Jetlink Conversational AI
In its ecosystem, Multinet is managing employee-related expenses such as meal card, fuel, flexible fringe benefits, rewarding, car rental, travel and accommodation, and almost all operational expenses of SMEs and micro enterprises that are not dependent on employees, with the advantage of cost and payment thanks to collective purchasing power, It operates in 3 main areas with its virtual payment infrastructure and subsidiaries that provide payment solutions for individuals who do not work with banks.
It even took one paragraf to summarize the ecosystem. Now imagine managing this ecosystem whom by the way will have thousands of questions per day which mainly comes from in 3 different fields of your service. This is where we step in to help as Jetlink.
Before Multinet started to use Jetlink Conversational AI, the company were providing customer relationship services via phone, e-mail and live agents; which means higher cost and longer first response time. Reaching more than only one customer at a time were only possible with more human force in this manner. Jetlink Conversational AI Platform automates this process and supports with an artificially intelligent bot that can answer thousands of different visitors at the same time
Apart from being a service provider for businesses, Multinet Up is a leading fintech group with its technology and start-up investments; so, they need independency. Jetlink Conversational AI Platform allows you to build your own chatbot without needing someone else’s assistance. Our easy to use platform was one of the main reasons why Multinet Up choose to work with Jetlink. That also what a SaaS actually means, right?
Building Your Own Chatbot By Using Another Tech Company’s Solution
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