Corpay transforms 24/7 Australasian CX with Influx

About Corpay

Corpay is a global leader in corporate payments, helping businesses manage expenses, pay suppliers and streamline financial operations across international markets. In Australasia, Corpay supports a complex, high-trust customer base that relies on fast, accurate and always available support across critical payment workflows.

To support continued growth across Australia and New Zealand, Corpay needed a CX partner that could deliver consistent service quality, scale with demand and operate as a true extension of their internal teams.

Influx consistently meets or exceeds our SLAs and they do so with professionalism, attention to detail and a level of efficiency that's truly impressive. What sets Influx apart is their ability to seamlessly integrate into our operations while maintaining a strong focus on customer experience. We see them as a natural extension of our own and I wouldn't hesitate to recommend them.

Michael Flewellen, Customer Service Director at Corpay

The Challenge

Corpay’s Australasian support operation was under pressure. Digital case queues were growing, response times were slipping, and internal sales teams were increasingly pulled into administrative work that slowed down the revenue pipeline.

Key challenges included:

• Digital case ages exceeding 14 hours, impacting customer satisfaction

• Limited scalability to support round-the-clock service expectations

• Sales teams bogged down by application administration and follow-ups

• The need for a more mature, multi-channel support model without adding internal headcount

Corpay needed a partner that could improve CX performance quickly and unlock internal capacity at the same time.

The Solution: A scalable, high-performance CX partnership

Influx partnered with Corpay to transform their support model from a basic digital service into a 24/7, multi-channel CX operation designed for scale.

Influx delivered:

• A dedicated Voice Support Agent (VSA) model handling priority phone support

• Digital case management across email and CRM workflows

• A Sales Admin Representative dedicated to owning application administration end-to-end

• Follow-the-sun coverage using globally distributed teams

Agents were trained across Corpay’s core systems, including Salesforce, CMS, CAS, invoice portals and internal collaboration tools, enabling fast resolution and consistent customer experiences across every touchpoint.

The Results

Influx delivered immediate, measurable improvements across CX performance and operational efficiency.

• Case age reduced from 14+ hours to 8.7 hours within weeks

• 80.57% of digital cases resolved within 1 business day, consistently meeting SLA

• A 10/10 client satisfaction score

• Internal sales teams freed from administrative workload, accelerating the sales funnel

By removing friction from both customer support and sales operations, Influx helped Corpay improve service quality while directly supporting revenue growth.

Solving a critical sales bottleneck

Beyond CX metrics, Influx identified a major operational constraint: Corpay’s sales team was spending significant time chasing paperwork and managing application admin, rather than the leads which required empathetic touch.

Influx introduced a dedicated Sales Admin Representative to:

• Own the full application administration process

• Handle outbound follow-ups and documentation

• Act as a bridge between customers, sales and operations

This immediately unblocked the sales pipeline, allowing Corpay’s internal teams to focus on high-value, revenue-generating work.

A foundation built for scale

Influx’s service model for Corpay is designed to grow with the business.

Service overview

• Channels: Phone (priority), email, outbound sales admin calls

• Coverage: 24/7 across staggered NZT shifts

• Team locations: Indonesia and Kenya supporting AU/NZ time zones

• Scope evolution: Expanded to include name changes, card transfers, and broader CX workflows

The partnership continues to evolve, with plans to scale the team from 7 to 10 agents by 2026, reinforcing Influx’s role as a long-term strategic partner.

The Impact

Influx didn’t just improve Corpay’s response times, we helped future-proof their Australasian CX operation across 4 timezones, by freeing up their internal teams time to concentrate on high impact initiatives. By combining operational rigor, global talent, and smart role design, Influx enabled Corpay to deliver faster service, happier customers and a more focused sales organization, all on a scalable foundation built for long-term growth.