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Corpay's U.S. Vehicle Payments division navigates high-stakes, high-volume customer interactions daily. Facing strict compliance rules, intricate call scenarios, and growing service demands, the team urgently needed to streamline support without sacrificing quality or accuracy.

The Challenge: Disconnected Tools, Rising Risk

Corpay's support agents were struggling in a fragmented environment. They juggled SharePoint documents, static knowledge bases, and makeshift workarounds. While "tribal knowledge" kept things running, it simply couldn't scale.

• Onboarding new agents dragged on for over 6 weeks.
• Customer hold times were on the rise.
• Crucial compliance steps were buried in PDF checklists.

Even minor process tweaks demanded cross-functional coordination and manual retraining. And without structured workflows, every agent decision carried potential risk.

"We had good content, but it was scattered. Zingtree helped us bring it all into one place and make it stick," explains Shaun Pratt, VP of Customer Experience at Corpay.

The Solution: Embedded Guidance + Real-Time System Integrations

Corpay rolled out Zingtree across multiple teams, starting with Agent Portal before moving to a fully embedded deployment within Salesforce. 

Once Zingtree was connected directly to Salesforce and other key systems, agents could work from a single screen, pulling the right data automatically instead of searching across disconnected tools. Efficiency gains followed immediately.

Agent Assist

Zingtree now powers both inbound and outbound calls across agent teams, providing:

• Step-by-step guidance with built-in decision logic
• Real-time access to customer and card data via CX Actions
• Click-to-confirm compliance steps, structured by operations

Self-Service

Zingtree also supports a customer-facing FAQ workflow for vendors, which:

• Troubleshoots common issues
• Automatically generates Salesforce cases when escalation is necessary

Knowledge Assistant

Agents can generate AI answers from Salesforce knowledge articles directly within Zingtree workflows. Corpay is expanding this to SharePoint, creating a unified, system-agnostic knowledge layer that helps agents stay focused.

“Our agents are already in Salesforce, so having Zingtree right within the tool they’re already using is a fantastic value. It makes the agent’s job flow easier and keeps everything in one place, so they can stay focused on the call instead of jumping between systems.” — Jennifer Sublett, Manager of Experience Design at Corpay.

The Results: Operational Gains with Audit-Ready Confidence

Since embedding Zingtree, Corpay has transformed its service delivery, from faster onboarding to smarter automation.

• 50% reduction in customer hold times
• Training time cut from 6 weeks to 3
• 60% faster case documentation via CX Actions
• 3x increase in agent workflow adoption
• 100% of compliance logic now built and updated by operations, no IT tickets required

“We didn’t just automate – we standardized. Zingtree helped us bring consistency and accuracy to the way we operate across teams,” explains Todd Sale, SVP at Corpay.

The Future: Scaling Smart Automation and AI

Corpay's operations team is now scaling CX Actions across its most repetitive, high-friction workflows, starting with:

• Card ordering: reducing 15+ manual steps to just one
• Authentication lookups from internal systems
• Context-aware case notes, prefilled and posted directly to Salesforce

The team also plans to deepen Knowledge Assistant integrations, connecting SharePoint and layering in generative AI with business-defined guardrails.

“We want to meet agents where they are – with the right guidance, the right data, and zero unnecessary clicks. Zingtree’s structure gives us a way to expand confidently across systems, channels, and teams.” — Jennifer Sublett, Manager of Experience Design.

About Corpay

Corpay is a global leader in business payments, serving companies of all sizes with trusted solutions for fleet, corporate, and vendor payments. Their U.S. Vehicle Payments division supports high-volume, compliance-critical customer interactions—helping clients manage fuel, toll, and mobility expenses with speed, accuracy, and regulatory confidence. Corpay is part of FLEETCOR Technologies (NYSE: FLT), a Fortune 1000 company.

About Zingtree

Zingtree is the AI automation platform that gives support teams control over how AI automates complex resolutions, connecting the dots between data, logic, and compliance.

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