x
in Poland
installation, leasing, and servicing of POS terminals
across Poland
processed monthly
Global finance group operating across 4 continents
External agents are key to PayTel’s business, onboarding merchants with contracts, activating terminals, and nurturing client relationships. However, paper documents used to slow them down.
Our goal was to design and develop a mobile app that would simplify and digitalize the contract signing process between PayTel, its sales agents, and clients.
Achieving this would require close engagement with stakeholders and a deep understanding of the agents’ daily workflows, so that we could create an intuitive tool that could streamline operations and provide real value in the field.
where we conducted in-depth interviews with both the company’s internal team and their external sales agents who manage customer contracts daily. These conversations weren't just formal exchanges – they were windows into the agents' daily realities, showing us what they appreciated about their current systems and where frustrations emerged.
Agents shared stories of processes that worked smoothly and others that created bottlenecks in their day. They described their routines, their pain points, and their aspirations for a more streamlined experience. Through these narratives, our UX Researchers uncovered opportunities to simplify and accelerate their work, turning hours of manual effort into minutes of digital efficiency.
that brought these findings to life. After collaborative discussions between PayTel stakeholders and Future Mind experts, a clear path forward emerged: an internal mobile app designed specifically to empower PayTel agents in the field, transforming how they engaged with customers and processed contracts.
While our typical approach involves developing separate native apps for iOS and Android, PayTel's situation called for a different strategy.
After carefully assessing their needs and circumstances, we recommended React Native as the ideal platform. This decision allowed PayTel to achieve all their objectives while significantly reducing development costs.
identified during our initial research phase. Every interface element was crafted with the agents' needs in mind, making sure the user experience would be seamless even during work in the field.
After several rounds of feedback and refinement with PayTel's team, we developed the core functionality: a digital offer configuration process that streamlined how agents prepared proposals for clients.
This foundation required sophisticated integration with both PayTel's internal systems and Polish government databases, giving agents immediate access to verified company information without manual research. The resulting React Native solution worked consistently across both Android and iOS devices, ensuring all agents could benefit from these improvements regardless of their preferred technology.
As PayTel decided to extend the app’s functionality, we implemented a feature that allowed dealers to activate payment terminals with a single tap. For added efficiency, we integrated barcode scanning functionality, enabling agents to simply scan the terminal packaging and automatically register it in PayTel's database – eliminating manual entry errors and saving valuable time during customer visits.
Contract management emerged as another critical area for improvement. We developed comprehensive functionality for contract renewals, amendments, and other agreement-related actions. This gave agents the ability to handle the entire customer relationship lifecycle directly through the app, from initial setup to retention activities, without switching between multiple systems or paperwork.
between dealers, their clients, and PayTel – bringing transparency to the commission structure and payment tracking.
Communication was another key area we addressed by implementing an in-app inbox system. This feature established a direct communication channel between PayTel and their dealers, ensuring important updates, offers, and information reached agents promptly without getting lost in email inboxes or text messages.
By including training materials and an extensive FAQ section directly in the app, we ensured dealers always had access to the information they needed.
Looking ahead, we laid the groundwork for an upcoming loyalty program called "Gold Partner," designed to recognize and reward the most dedicated dealers in PayTel's network. This comprehensive approach to the dealers' experience demonstrated PayTel's commitment to supporting their partners with professional, modern tools that make their daily work more efficient and rewarding.
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