Tango Card's Transformation: Leveraging Ada for Enhanced Automated Brand Experiences

Tango Card is a B2B company that bundles easy-to-use technology, desirable rewards, and expert service to help other businesses maximize their reward and incentive programs. They offer instant delivery of digital gift cards to recipients, driving real business results. Tango Card interacts with a variety of stakeholders, including business partners, reward recipients, and new prospects, each with unique needs. The company is committed to delivering a digital experience that makes every stakeholder feel like a VIP, and they strive to uphold this brand promise as they scale.

Tango Card, a B2B company that provides digital reward and incentive solutions, faced a significant challenge when the pandemic-induced digital transformation led to an unprecedented demand for its services. The company interacts with a variety of stakeholders, including business partners, reward recipients, and new prospects, each with unique needs. However, by the fourth quarter of 2020, Tango Card was grappling with a 54% increase in support case volume, particularly from reward recipients. This surge in demand threatened their ability to maintain their Service Level Agreements (SLAs) and deliver on their brand promise of providing a VIP digital experience to every stakeholder. The company needed an automation strategy that could introduce automated brand interactions across the customer journey, with personalized experiences for each persona, all within a single platform.

Tango Card found its solution in Ada's platform, which they implemented in March 2021. The platform was designed to instantly resolve the most common interactions with recipients through a layer of self-service. The results surpassed Tango Card's expectations, achieving 70% containment of recipient interactions and reducing case volume by 10% during the 2021 holiday season. Ada's platform also enabled Tango Card to launch advanced functionality to address interactions with business prospects and existing customers. To further enhance the customer experience, Tango Card connected Ada to their various business systems, including Salesforce, Hubspot, NetSuite, and proprietary APIs, using a new API collection created with Workato. This integration allowed them to personalize interactions with all their personas in a single platform.

• The implementation of Ada's platform has brought about significant operational improvements for Tango Card. The platform has not only helped the company efficiently scale their existing team to meet increased demand for recipient support but also enabled representatives to spend the majority of their time on higher-value interactions. The integration of Ada with Tango Card's various business systems has streamlined customer interactions, eliminating the need for representatives to look up details in various systems, thereby increasing efficiency. Furthermore, the company has seen a significant increase in average daily signups, indicating improved pre-sales experiences for new business prospects. Looking ahead, Tango Card plans to expand their automated brand interactions across all customer channels and touch points, and incorporate Ada increasingly across their product lineup, customer and recipient personas, and key touch points.

• 100% SLA adherence

• 6.7x ROI in year 1

• 83% improvement in average first response time for reward recipients