How MultiSafepay turned scheme compliance into a growth multiplier with Kajo

Company: MultiSafepay (part of Ant Group), a leading European payment service provider (PSP) and acquirer offering an all-in-one, end-to-end payment solution for online and in-person businesses, is part of Ant Group.

Challenge: Managing an avalanche of payment network mandates manually, with critical updates buried in hundreds of bulletins, risking fines, failed transactions, and damaged merchant trust.

Solution: Implementing Kajo, as a centralised compliance intelligence platform, ensured accuracy in scheme fee estimations and filing. Thanks to automated filtering, Kajo became the digital repository for all scheme knowledge, task history, and "audit trails" of who reviewed what and why.

Results: Averted future fines, reduced the "key person risk", simplified onboarding, and saved the cost of 2-3 senior full-time employees, who would otherwise be required to manage the skyrocketing volume of bulletins manually.

Key metrics at a glance:

• 100% of Visa and Mastercard bulletins centralised, enabling higher accuracy in mandate and fee handling.

• Every mandate tracked, assigned, and audited end-to-end.

• 2-3 additional hires avoided through platform-driven efficiency.

• Compliance fines eliminated.

The Challenge: learning by receiving fines

For a payment service provider operating at MultiSafepay’s scale, staying compliant with Visa, Mastercard, and other card payment networks is existential. Every month, the payment networks publish dozens of bulletins containing technical updates, fee changes, and regulatory mandates. Miss the wrong one, and the consequences cascade into declined transactions, failed merchant checkouts, regulatory fines, and eroded trust.

Compliance as a person, not a process

For the team responsible for keeping up, the process before implementing Kajo was manual: bulletins were downloaded from scheme websites, updates were tracked by one or two individuals, and discussed during monthly calls with Mastercard and Visa, where scheme representatives would flag the most important announcements. It was simply not enough to keep pace.

"Before, it was quite complicated. We needed to periodically download bulletins, and we also had monthly calls with our contacts at Mastercard and Visa, where they pointed us to the most relevant announcements. But you don’t have enough time to manage all of that."

The acquiring department was lean. There was no centralised tracking and no single source of truth. If the one person who owned the process was unavailable, critical updates risked being missed, and the consequences were measured in significant penalties.

“We received fines because we were delayed on some changes. Some were quite substantial, and there were several over time. We learned by receiving the fines. [...] The management knew the resources weren't enough, especially when we needed our invoicing to be 100% accurate because any error would become a very big amount of money.”

Then volumes skyrocketed

The stakes escalated when MultiSafepay entered negotiations with Ant Group. The acquisition brought a fundamental shift: transaction volumes surged, settlement invoicing had to be calculated with pinpoint accuracy against scheme fees, and any error could translate into financial loss.

"By the time we were acquired, any error could become a very big amount of money. The invoicing was going to rely on accurate scheme fee calculations, and volumes skyrocketed. So everything took a completely different approach."

The old way of working, built on manual downloads, siloed knowledge, and reactive actions, was a business risk that the organisation could not afford.

The management recognised that the resources allocated to compliance simply weren't enough. The acquiring department, which had been running with just two people, needed to scale its capability without proportionally scaling its staff.

The Solution: one platform, full visibility

When MultiSafepay adopted Kajo, the first and most immediate benefit was the most impactful: all Visa and Mastercard bulletins, in one place.

"With Kajo, we have all bulletins from payment networks in one platform. We can filter what's relevant, track where things stand, and assign tasks to the right people."

Kajo gave the compliance team a centralised dashboard where every payment network update could be filtered, tracked, and followed through to completion. Tasks could be assigned to specific users, and the status of every mandate was transparent, not just to the person working on it, but to managers and cross-functional stakeholders. The compliance function went from being a person-dependent activity to a process-driven one.

The shift from manual tracking to Kajo has also changed the paradigm of MultiSafepay's compliance function. Where the team once discovered missed deadlines through fines or failed transactions, they now operate ahead of the curve by identifying relevant mandates early, assigning them to the right people, and tracking them through to implementation.

In the early days, while the team was navigating the operational complexity of the Ant Group integration, there was a learning curve with Kajo. But with consistent support from the Rivero team, adoption deepened over time.

"We received a lot of assistance from the Rivero team. By using and consulting the Kajo platform more often, we got comfortable with it. Right now, it's much easier to allocate users to tasks, to manage and follow up on everything."

The Results: scalability, control & peace-of-mind

The impact of Kajo has been both financial and operational. The most tangible result is one that no longer appears on MultiSafepay's balance sheet: compliance fines. The penalties and recurring charges that once punctuated the team's reality have been replaced by a controlled, auditable process where every mandate is tracked to completion.

Doing more with the same capacity

As MultiSafepay's acquiring volumes grew, driven by the Ant Group partnership and expanding merchant portfolio, the compliance workload grew with it. More schemes, more bulletins, more regions. Without Kajo, more volume would require more people.

"Without Kajo, we wouldn't need just one more person: probably two, or even three. Two for sure, one for each scheme, to control absolutely everything and follow it through until the moment a change is technically implemented."

The platform removed the linear relationship between regulatory volume and staffing. MultiSafepay can now absorb a growing mandate load without a proportional increase in headcount, turning compliance from a scaling bottleneck into a scalable function.

Want to see what Kajo can do for your team? Watch the on-demand Kajo demo and explore at your own pace.