# Mvelopes by Mastercard gives

# customers peace of mind after a bad release

A new product release, escalations and how being there at a customers worst moment with your product can save your reputation.

**Customer: Mvelopes**  **Customer Website: [www.mvelopes.com](http://www.mvelopes.com/)**  **Industry: Finance**  **Organization Size: Small/Medium**  **Country: USA**  **Partner: Atlassian**  **Partner Website: [https://www.atlassian.com/](https://www.atlassian.com/)**

* * *

# Executive summary

## Mvelopes is a software as a service (SaaS) budgeting app, owned by Mastercard

**®**

## , that gives consumers a simple way to plan and  
## track monthly spending. Since its launch in 2001, it’s been used by about 750,000 people.

### In early 2020, the company switched its
### customer service support solution from
### one industry giant to another. They made
### the move to Atlassian’s Jira Service
### Management (JSM) platform, which fit
### their needs better but did not have native
### customer-engagement solutions.

To improve the customer chat experience, Mvelopes selected PingPilot. PingPilot integrates with JSM, allowing Mvelopes to better address any potential volume spikes in customer inquiries. Mvelopes Product Director Wes Shelnutt says they saw an improvement in the way they were able to handle customer inquiries immediately upon implementation. “With PingPilot’s chat function, our team can often get many issues resolved right away,” Shelnutt explains. “The customer feels heard because we're talking

* * *

**Wes Shelnutt, a Product Director for Finicity, recalls what happened when a migration had the kind of**  
# customer service impact every product owner of a SaaS company dreads.

Although customer data was always secure, the bug in a new migration update was causing

* * *

Feature requests  
on the fly

Swapnil Nakwha is a senior systems admin at  
Mvelopes and oversaw the stand-up and rollout  
of JSM and PingPilot. “The initial integration  
was as simple as it can get,” he recalls.  
He and two members of the PingPilot team  
ran a training session right before the first live  
support shift with it and then monitored the  
initial use. The PingPilot team was also  
alongside them at every step as they looked  
for solutions to further improve. “PingPilot was  
always approachable and open to ideas, and  
willing to work on them immediately,”  
Nakhwa says.

As Mvelopes’ needs evolved, so did their  
PingPilot solution. They implemented a new  
customer engagement strategy that takes  
advantage of PingPilot’s proprietary “Ping  
Signals”.

**Project Name**             | **PingPilot**  
**Scan Start**              | **Wednesday, February 19, 20**  
**Preset**                  | **Checkmarx Default**  
**Scan Time**               | **56h:46m:34s**  
**Lines Of Code Scanned**   | **11198233**  
**Files Scanned**           | **121366**  
**Report Creation Time**    | **Monday, February 24, 2020**  
**Online Results**          | [https://cx.fini.city/CxWebClient](https://cx.fini.city/CxWebClient)  
**Team**                   | **CxServer**  
**Checkmarx Version**       | **8.8.0.72 HF9**  
**Scan Type**              | **Full**  
**Source Origin**          | **LocalPath**  
**Density**                | **0/100 (Vulnerabilities/LOC)**  
**Visibility**             | **Public**

**PCI DSS v3.2**

**OWASP Top 10 2013**

**FISMA 2014**

**NIST SP 800-53**

**OWASP Top 10 2017**

**OWASP Mobile Top 10 2016**

* * *

## To improve the experience of customers  
## waiting in front of the computer for their  
## turn to chat, the Pings allow customers  
## to begin a chat in a browser window and

* * *

# Peace of mind on both sides

## “Squashing bugs and getting the help people need”

### Many of Mvelopes’ incoming callers don’t actually need tech help, they  
### often have relatively simple inquiries that feel understandably urgent since  
### they concern their personal finances.

With PingPilot in place, “We’re able to explain any problems and give them peace of mind,” Shelnutt says. And empowering those customers to engage in the channel of their choice helps concerned customers feel like their voices aren’t just heard, they’re being listened to and empathized with.

* * *

# Looking ahead, Mvelopes is now expanding its use of PingPilot from only SMS and chat

* * *

# Trust at the Center

Nakhwa particularly appreciates the speed with which PingPilot responds to feature requests, with new requests implemented in several weeks at the longest. He laughs when he imagines trying to put in a quick turnaround request with the customer relationship management behemoth they were using before: “It would take three years!” Shelnutt adds, “There were times when we’d jump on a call with PingPilot, and we’d have it the next day.”

## Learn more about how PingPilot can help your company build

## more human connections.

### Chat Text Email Call