Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
The client is a leading ‘all-in-one’ payment provider in the USA.
Client Need
The client’s legacy payment platform struggled to manage high transaction volumes securely, resulting in:
Limited real-time visibility across channels, which caused delays and slow payment processing times
Fragmented systems and reliance on manual workflows, leading to inefficiencies
Inability to support user-initiated payments across various payment formats such as ACH, checks, virtual cards, and digital wallets, restricting flexibility
Solution
Innova’s experts adopted an MVP-first approach, validating core modules before scaling to a full-service offering.
Integrated various systems into a unified platform architecture
Personalized documents and communications through a dynamic content engine that adapts delivery channels and formats to user preferences
Introduced role-based user journeys for corporate clients, payees, counterparties, and internal operations teams
Implemented a digital onboarding CRM with workflow-driven KYC and service activation capabilities
Embedded tokenization and security controls to ensure PCI, HIPAA, and SOC 2 compliance
Realized Benefits
The implemented solutions delivered the following benefits:
Reduced service queries by 25% and improved issue resolution time by 20%
Accelerated processing cycles by 30–40%, with automated validation and documentation, reducing cycle times from days to hours
Boosted revenue by enabling monetizable services like full-service payments, virtual card issuing, and SLA management
Reduced operational overhead through workflow automation and management visibility
Improved customer satisfaction and retention with real-time status updates, multi-mode payment options, and responsive service
Provided data-driven insights into payment performance, user behavior, and reconciliation outcomes
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