One person was running MONEXGroup's entire merchant journey. Now a system does it
MONEXGroup runs a growing base of merchant clients across Canada. Every merchant that activates is a revenue relationship that needs to be managed: surveyed while the experience is still fresh, monitored for early signs of trouble, supported before a problem becomes a cancellation, and converted into a public advocate when things go right.
Before Awtom, that entire job sat with one person. The Marketing Project Manager ran the post-activation merchant journey manually: spreadsheets to track who was active, emails written and sent by hand, follow-ups timed by memory. When a merchant didn't respond, someone had to notice. When feedback came in negative, someone had to catch it before it turned into silent churn. When a merchant was happy, someone had to remember to ask for a review.
That's not a workflow. That's a person doing what a system should be doing, and every gap in their attention is a merchant slipping through.
We replaced it.
The system we built runs the entire post-activation journey automatically. It syncs daily with MONEXGroup's merchant database, identifies newly active accounts, and routes each one through a structured sequence without a manual trigger anywhere in the chain. Satisfaction surveys go out at the right moment. Non-responses get followed up on schedule. Poor feedback pauses the cycle and alerts the CS team. When an issue is marked resolved, the merchant receives a follow-up. Happy merchants are moved toward public reviews automatically, with an incentive built in.
Seven distinct merchant states. Five integrated platforms. One coordinated system that runs continuously, surfaces to a human only when a decision actually requires one, and doesn't miss anyone.
The merchant base can grow. The operational load doesn't have to grow with it.
★ ★ ★ ★ ★
Luis has been an outstanding partner on our automation project from start to finish. He communicated clearly, asked the right questions, and delivered on time. Beyond execution, he made recommendations that improved the outcome and documented everything for easy future reference.
Arthur S. — Marketing Project Manager, MONEXGroup