CitiConnect_API_Case_Study_Book

27 Integrating Sales Incentives | API Playbook The company receives a significant number of calls daily from agents to inquire if a particular payment has been successfully made to the agent’s account. If so, the company then confirms the shipment of the next batch of goods. Most of these queries are time-sensitive to enable the agents to meet sales targets. To check if a particular payment has been successfully credited, the company’s customer service receives an emailed account statement every 15 minutes from the bank. Oftentimes, a particular payment is yet to be reflected on the account statement, and asking the agent to either call back or hang on to the line for 15 minutes for the next emailed account statement is impractical and increases operating costs. With CitiConnect API, the company can now trigger a request at any time; an account statement will be sent to their customer service platform, where individual transactions can be reconciled directly against the agent’s account. The solution is powered by the following CitiConnect APIs: • Customer service is able to accurately respond to queries due to the real-time receipt of account statements with corresponding transaction details • Operational efficiency through automated application of transaction details from account statements to the company’s ERP system • Enhanced customer experience as agents can obtain accurate information more efficiently Authentication of company instruction Account balance inquiry • Customizable trigger of API requests for account statements at varying frequencies or for specific durations — where requests may be initiated more frequently during peak customer service periods, at start of day or towards end of day, or based on expected call volumes Up-to-Date Account Information for Customer Service The Company World-leading retailer leveraging a network of in-country agents. The Challenge The Solution The Benefits Potential Uses