Cembra, a leading provider of innovative financing and payment solutions in Switzerland, has committed to delivering top-tier services to its customers. In 2023, Cembra implemented Amiko, Rivero’s end-to-end solution for chargeback management. The goal behind this partnership was clear: simplify customer support process, reduce manual workload, and create a better customer experience.
“Our customers expect fast resolution. Consequently, operational excellence became a priority for us, to maintain the level of service we are committed to. Amiko allows us to resolve requests quickly and efficiently. And we are continuing to improve our customer experience every day,” says Alona Eiduka, Chief Operating Officer at Cembra.
Customer Support 24/7
Guided by a “virtual agent”, Cembra’s cardholders can initiate chargeback requests at any time, directly through the Cembra App, reducing reliance on customer service personnel and making the process quicker, more transparent and user-friendly. Within just a few weeks after the roll-out, around 75% of all inbound chargeback inquiries were handled via the virtual agent in the Cembra App.
Efficiency gains through automation
By automating key steps in the claims process, such as case creation, fraud reporting and chargeback handling, Amiko significantly reduces Cembra’s manual workload. “We’ve achieved great efficiency gains, especially with bulk actions, says Jessica Darioli, Team Manager in Customer Service at Cembra.
Amiko’s direct integration with Mastercard also meant that Cembra could resolve disputes directly through the card networks, eliminating the need for complex and lengthy system integrations with the processing system.
Increased customer satisfaction
The biggest impact? Happier customers.
“The introduction of Amiko’s virtual agent for self-service has led to a reduction in cycle time for cardholder inquiries, streamlined our processes, and increased customer satisfaction. This has been a key factor in enhancing customer retention and reducing operational strain,” says Joël Valentin, Team Manager Fraud at Cembra.
Since implementing Amiko, Cembra has experienced broad improvements:
- ~75% of inbound chargeback requests are handled through the virtual agent in the Cembra App
- On average, 2/3 of these requests are resolved or deflected by the virtual agent, with no manual intervention
- ~35% of self-service chargeback requests result in direct merchant credits, eliminating the need for time-consuming back-office processing