Preparing for hypergrowth: structuring tools and processes for post-funding scaling

Swan is the simplest way to integrate banking functionality into your product. Thanks to its simple APIs, European companies can quickly and easily integrate banking services (accounts, cards and payments) into their own product.

The fund-raising project was already well advanced. It was therefore imperative to prepare the company for the challenges it was about to face. This meant, in particular, the need to restructure before the business took off at breakneck speed.

In anticipation of future growth (+50% staffing) + in the light of forecast figures, Swan called in Customerz to reorganize.

Customerz optimized, improved and reduced processes and workflows across all OPS functions. This included Customer Care workflows, through ticket management on Zendesk. Their experience and mastery of tools enabled us to propose a new approach by :

1. Analyzing data from incoming requests.
2. Involving all teams.
3. Rethinking the focus of product improvement
4. Strengthening our customer service

Relying on the strength of the team, Fabien, Antonin and Claudia filled our gaps with their expertise. They were able to integrate and become operational very quickly. Their outside view is a real strength, particularly beneficial for a company that wants to move forward without taboos.

We're continuing to follow the roadmap we've put in place, aimed specifically at giving team members autonomy to take charge of things they like to do, like automation, and let them build up their skills according to their aptitudes and desires. Many thanks to them!