Enhancing Digital Enrollment for Improved UX and Revenue

Scroll for More

Moneris, a leading provider of payment solutions, has embarked on a journey to revamp its digital enrollment process, aiming to create a seamless experience for both potential and existing clients. This case study delves into Moneris' objectives, challenges, and the strategic partnership with Dotfusion to enhance its self-serve process through email journeys, reduce client calls, and capitalize on upsell opportunities.

Moneris encountered a series of obstacles in its digital enrollment process, notably a high volume of client calls that strained resources and efficiency, a limited self-serve experience causing client frustration, and untapped upsell opportunities due to the ineffective existing system, hindering the ability to promote additional services to clients during enrollment.

Deliverables

Designs for Desktop and Mobile
Developer Documentation

Clients reported increased satisfaction with the simplified enrollment process, resulting in higher confidence and a smoother onboarding experience.

Dotfusion's work included analyzing and streamlining Moneris' enrollment process for better user experience, redesigning the user interface to align with Moneris' brand identity, developing informative content, and crafting personalized email journeys with upsell opportunities.

UI / UX

Our key goals were to simplify digital enrollment for client satisfaction and reduce support calls to Moneris sales representatives by providing a more efficient self-serve experience. We also aimed to use the enrollment process to educate clients about Moneris' products and services, potentially increasing upsell opportunities and revenue.

Technology

With the implementation of the new self-serve process and informative email journeys, Moneris witnessed a significant reduction in client inquiries and calls to sales representatives.

Strategy

The strategic placement of upsell opportunities within email journeys resulted in a notable increase in revenue from existing clients opting for additional services.