Financial Services
How SadaPay Scaled QA Efficiency 10x with Intryc
Published
June 27, 2025
In less than two months, SadaPay transformed its support QA process using Intryc's AI-powered platform. Behind this shift lies a compelling story about why scale, speed, precision, and adaptability matter in fintech, especially in rapidly grown markets like Pakistan.
The Starting Point: Scaling Support in a Growing Fintech
With over 2+ million users and $1.5 billion+ in annual payment volume, SadaPay is at the forefront of Pakistan's digital banking revolution. But rapid growth means more support queries, and more risk if QA falls behind. Fintechs like SadaPay must balance growth and compliance, maintaining perfect records while keeping support quality consistently high.
Challenge: Manual QA Isn't Enough
Before Intryc, SadaPay's team was manually auditing less than 1% of tickets with 4 people, a tiny fraction of total support volume. That left large portions of customer conversations unchecked, slowing down insights and increasing risk exposure. For a high-growth fintech, that's a problem.
Enter Intryc: AI QA, Not Just Automation
Intryc's platform is designed for QA at enterprise scale. As CEO Alex Marantelos writes, Intryc was built to "automate full ticket coverage" and equip companies with real-time insights, customizable scorecards, and flexible workflows, while still integrating seamlessly with support systems like Zendesk or Salesforce.
Increase Audit Volume by 10x
What used to take a week of manual effort now runs automatically in a single day. With 95-99% of audits AI-powered, SadaPay now reviews every conversation, eliminating blind spots. This isn't just scale, it's complete compliance assurance, which is critical in regulated industries.
Precision at Speed
AI now completes scorecard evaluations in seconds, where a human took minutes. SadaPay can run more than 40 ticket audits in under an hour, giving them unparalleled agility. In urgent moments, from fraud investigations to product issues, this speed is transformative.
Smarter, Daily QA
Switching from weekly to daily QA coverage gives SadaPay its support pulse in real-time. Instead of catching issues late, they now identify emerging trends or policy drift on the spot. This turns QA into a proactive force for change.
Freedom to Focus on Strategy
With AI handling the heavy lifting, QA specialists at SadaPay now focus on process design, SOPs, and coach development. That's a strategic shift: from transactional work to value-driven oversight. Intryc's custom scorecards and smart sampling empower this evolution.
A Co-Built Solution
SadaPay isn't just a customer, it's a collaborator. SadaPay's team helped shape Intryc's Views feature, refined custom "nested group" structures, and continues to feed improvement loops back into the platform. Together, they're building QA that adapts to real-world complexity.
Final Takeaway
For SadaPay, a multi million-dollar fintech in a fast-growing, underbanked market, support isn't just a function, it's a competitive advantage. Intryc's AI-driven QA helped them audit everything, coach better, and stay ahead in real time, while empowering their teams to drive real business impact.
"I'm really glad we found Intryc at the right time! Scaling without leveraging AI simply isn't an option anymore. In my opinion, what's been most impactful is not just the workload reduction, but how it's shifted the mindset. Seeing AI in action has shown the team that efficiency, insight, and quality can all go up at the same time." — Rayan Nasir, Head of Customer Experience at SadaPay
Scale Your QA Efficiency Like SadaPay
See how Intryc helps fast-growing fintechs audit every conversation, coach better, and stay ahead in real time.
