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Customer experience, not as a concept or a metric, but as it shows up in real life.
Usually under time pressure.
Often outside office hours.
And sometimes, with a courier involved
In payments testing, customer experience is rarely predictable.
It usually begins when deadlines are tight, certification windows are approaching fast, and teams need to move forward without compromising compliance. A delay of a few hours can mean a missed lab slot, a postponed deployment, or a ripple effect across multiple teams.
That’s why, as a rule of thumb, we respond to customer queries within three hours.
In this domain, time is not just money; it’s momentum.
In one case, customer experience went beyond emails and calls.
A customer was travelling to another city the very next day and needed the Tecto Kit before leaving, so testing could begin immediately. Shipping timelines wouldn’t work.
Would you believe that one of our sales engineers hand-delivered the kit?
There was no checklist for this.
No escalation workflow.
It was simply what the situation required.
That incident made us pause and look more deeply into our logistics. We realized that delays in kit delivery could quietly cascade into testing schedules and certification timelines.
So, we changed the process.
Today, Tecto kits are delivered the same day within Bengaluru, and within two working days across India.
Do you feel the power of quick commerce being applied to payment testing products?
The same mindset carries into our EMV L3 certification consulting work.
These projects typically come with fixed timelines, multiple stakeholders, and very little room for error. Despite that, our consulting team has consistently delivered projects on time, and in many cases, ahead of schedule.
For example:
In both cases, validation was completed more than a week ahead of the SLA.
Often, this means going beyond what’s formally in scope, such as manually validating additional test cases, revisiting edge scenarios, and sharing findings even after office hours.
The final stages of certification usually surface field issues that were never part of the original plan, and that’s where support matters most.
Customer experience also shows up in how we build and support our tools.
With Tecto, we work closely with customers to identify and resolve issues before they turn into blockers. Across 180 Tecto licenses delivered, customers raised 10 to 12 support issues, all of which were resolved within an SLA of 5 days or less.
For us, every issue is a learning opportunity. Each one is analyzed so future users don’t face the same challenge.
Across 58+ geographies, teams, including users new to payments, have found Tecto intuitive and easy to adopt. This has significantly reduced the onboarding effort, especially for distributed teams.
We’ve also received feedback from a leading payment services provider in the Middle East that our final certification report format is clear, structured, and easy to work with, a small detail that makes a big difference when deadlines are tight.
With Lithos, the experience has been even smoother.
Across 14 delivered licenses, no issues were reported. The interface helps teams identify acquirer and issuer host issues early, before they become showstoppers. When tools stay out of the way, testing teams can focus on what actually matters: debugging the core problem.
None of this means things never go wrong. In complex payment environments, issues are inevitable.
What matters is how we respond, what we learn, and how we make sure the same problems don’t repeat.
That’s what customer experience looks like for us in payments testing.
