RCS Business Messaging Solution for Fintech

Unified Communication Platform for Cross-Border Financial Services Provider

A global payment processor needed to break free from fragmented communications with clients. Their existing channels were creating friction, driving up support costs, and diminishing customer satisfaction. Master of Code Global transformed their approach with a tailor-made RCS Business Messaging platform that unified all the consumer touchpoints. Curious how we turned messaging from a pain point into a competitive advantage? Read on to discover the strategy that cut service costs nearly in half.

The Challenge:

How could we help a US and EU financial services company streamline their inconsistent customer communication while strengthening security?

The firm’s existing infrastructure had evolved haphazardly over their twelve years in business, operating in both the USA and EU. What began as simple SMS payment notifications had grown into a disconnected maze of emails, text messages, app notifications, and portal alerts. Their support team was drowning in context-switching, often asking clients to repeat information they’d already shared through another channel.

Customer frustration was mounting, with satisfaction scores dropping 18% year-over-year despite improvements to their core payment processing. Adding to this complexity, they needed a solution to maintain stringent financial security standards while delivering a seamless experience across both RCS-capable devices and legacy systems.

What We Created:

A comprehensive RCS Business Messaging platform integrated with the client's existing systems

Consolidated Interaction Streams

Master of Code Global designed and developed a unified RCS messaging solution that transformed how the financial services company communicated with their audience. The platform brought all possible user interactions into a single, continuous conversation thread, regardless of which channel initiated the contact. This allowed customers to seamlessly transition between automated services and human agents without losing context or repeating information.

Enhanced Client Tools and Agent Insights

The solution featured secure authentication protocols that met financial industry standards while maintaining a frictionless user experience. Finance clients could view transaction details with rich media, verify payments through interactive buttons, and resolve common issues without ever leaving their messaging app. For service agents, we built a comprehensive dashboard displaying complete customer history across all touchpoints, enabling them to provide informed assistance without asking users to rehash previous interactions.

Intelligent Inquiry Management and Automation

Our engineering team implemented smart routing that directed inquiries to the appropriate department based on message content and individual history. The algorithm could identify transaction-related questions and route them differently than account queries or general support requests. This intelligence extended to the automated response system, which could handle common tasks like balance checks or transaction status updates without human intervention.

Ensuring Universal Delivery via SMS Compatibility

Perhaps most importantly, the platform maintained a seamless fallback to SMS for clients whose devices didn’t support RCS, ensuring that everyone received critical notifications regardless of their technology. This hybrid approach allowed the company to incorporate cutting-edge RCS features while maintaining reliable communication with their entire customer base.

Services We Performed:

Designed and developed a unified RCS messaging platform with SMS fallback capabilities
Conducted a thorough analysis of existing communication workflows to identify pain points and opportunities
Built a comprehensive agent dashboard showing complete interaction history
Integrated the platform with existing CRM and transaction processing systems

Implemented intelligent routing to direct inquiries to appropriate departments automatically
Created secure payment verification flows that maintained compliance with financial regulations
Developed analytics tools to measure message engagement and service efficiency
Provided ongoing optimization and support following implementation

Results:

42% reduction in customer service calls

94% read rate for critical notifications

300% faster average issue resolution time

27% increase in satisfaction scores within six months

64% decrease in client-reported frustration

$1.2M annual savings from reduced call center operations

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