{"id":4339,"date":"2020-05-08T21:02:27","date_gmt":"2020-05-08T21:02:27","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4339"},"modified":"2020-07-01T12:24:55","modified_gmt":"2020-07-01T19:24:55","slug":"paypal","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/paypal\/","title":{"rendered":"PayPal"},"content":{"rendered":"<h4>\n\t\tScaling an Infrastructure for\n\t<\/h4>\n\t<h1>\n\t\t\t\t2 Million Users to 179 Million\n\t\t\t<\/h1>\n\t\t<p>With PTP\u2019s custom, centralized contact center system, both <strong>PayPal<\/strong>\u2019s customers and agents benefitted from easier interactions. Fully-integrated data now delivers a more comprehensive view of the customer, and the organization was better equipped for future growth.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/paypal_logo_circle-.png\" alt=\"paypal_logo_circle-\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>In just seven years, PayPal experienced astronomical growth, expanding their customer base from two million to more than 179 million. Despite the organization\u2019s exceptional rise to success, their current technology created many challenges, including:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tAn outdated telephone system that was separate from chat and email<\/li><li>\t\t\t\t\n\t\tOverwhelming call volume, resulting in massive backlogs and call abandonment<\/li><li>\t\t\t\t\n\t\tCustomer data that was missing historic and real-time information<\/li><li>\t\t\t\t\n\t\tDifficulty complying with federal, state, local, and international regulations<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tA One-Touch Solution and Transparent Customer View\n\t\t\t<\/h3>\n\t\t<p>PTP took a dual-purpose approach to resolve the issues created by PayPal\u2019s current systems, going above and beyond to address their needs and wants alike. Our implementation and solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>Detailed System AssessmentLocating contact center gaps and devising solutions for technology and task management.<\/p><\/li><li>\t\t\t\t\n\t\t<p>A Modern IVR SystemImproved call routing, decreasing transfers and abandonment.<\/p><\/li><li>\t\t\t\t\n\t\t<p>A Custom AppAllowed customers to make mobile payments and connect with customer service, furthering multichannel capabilities.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/paypal_image_small.jpg\" alt=\"paypal_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/paypal_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/routing_call.png\" alt=\"routing_call\" itemprop=\"image\"\/>\n\t\t\t<h4>Improved call routing<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/rapid_growth.png\" alt=\"rapid_growth\" itemprop=\"image\"\/>\n\t\t\t<h4>Strengthened the ability to accommodate rapid growth<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/app.png\" alt=\"app\" itemprop=\"image\"\/>\n\t\t\t<h4>Customized app for mobile payments and customer service needs<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/multichannel.png\" alt=\"multichannel\" itemprop=\"image\"\/>\n\t\t\t<h4>Increased multichannel capabilities<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t\t\t\t<p><i>\u201cPTP has been an integral partner as we have grown and improved the way we engage our customers. Our shared vision of a connected, transparent customer view enabled us to implement solutions that drove internal efficiency for increased customer engagement and revenue&#8230; Their strategic &amp; tactical expertise allows us to be forward thinking as we continue our transformation.\u201d<\/i><\/p>\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; Bill Sole<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tDirector of Global Enterprise Technology, PayPal\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>Since 1998, PayPal has grown into one of the world\u2019s largest Internet payment companies, operating a worldwide system that serves as an electronic alternative to traditional payment methods.\u00a0<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>Scaling an Infrastructure for 2 Million Users to 179 Million With PTP\u2019s custom, centralized contact center system, both PayPal\u2019s customers and agents benefitted from easier interactions. Fully-integrated data now delivers a more comprehensive view of the customer, and the organization was better equipped for future growth. THE CHALLENGES In just seven years, PayPal experienced astronomical [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":140,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4339","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4339"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4339"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4339\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4339"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}