Paysafe provides payment solutions that power the everyday. Operating multiple brands across e-cash, payment processing, and digital wallets, the multinational company serves over 145 million customers globally.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
After a period of rapid growth through acquisitions, Paysafe needed to align operations and drive enterprise-wide efficiency. Key challenges included:
Lack of process consistency across multiple acquired brands
Heavy reliance on manual, non-transparent workflows
Increasing compliance and regulatory pressures
Maintaining customer focus and agility during transformation
Paysafe sought a partner who could deliver operational efficiency, strengthen compliance, and modernize customer-facing processes without slowing down innovation.
What
Empire Did
Empire partnered with Paysafe beginning in late 2024, focusing on two critical workstreams: Automation Delivery and Mobile Chatbot Migration, working alongside the internal Automation365 team.
Automation Delivery
Identified, designed, built, tested, and deployed automation solutions using UiPath.
Delivered 28 automations across Merchant Services, Consumer Services, and Risk functions.
Mobile Chatbot Migration
Migrated web-based chatbots to mobile platforms (Android and iOS).
Built an intermediate communication layer for seamless handoff between chatbots and live agents.
Enabled more agile deal support and improved customer engagement.
The Results
- 30+ processes delivered
- Over 30,000 hrs delivered back to the business
- 100% SOX compliance in Settlement process automation
- >95% success rate of bot case completion
- SDK delivered for native platforms, enabling Virtual & Live agent communications across multiple mobile platforms
