Mokka
How major BNPL service Mokka rolled out Pachca and got its team up and running in half a day
About the company
I'm Alexander, head of technical support at Mokka. We're a major financial service in the BNPL space, which stands for "buy now, pay later." We have more than 15,000,000 customers and partner with the largest retailers across Russia, from manufacturers and marketplaces to jewelry chains and mobile carriers. In practice, we cover nearly every consumer segment.
Life before Pachca
Before switching to Pachca, we used Slack. Everything was fine until one morning we found out the service had simply been blocked. No warning, no emails. We were working in it the night before, and when we came in the next morning, we couldn't log in. All our internal communication and lots of our processes depended on that app. We had to find an alternative, fast.
We started looking that same day. Time was short, so we picked the service from our list whose features fit best and tested it: Pachca. In half a day, the whole company moved over. We added all our users, created channels and got straight to work. After a one-week pilot, we knew we were staying.
The moment we knew we wanted to stay
It was when we gathered feedback from the whole company after a week of using it, and it was positive. The decision was easy. Most things were already set up, and the support team was always available and quick to help with any question.
How Pachca changed the way we communicate
The switch turned out to be easier than we expected. We rebuilt our channel structure quickly, and Pachca's overall logic was close to how we were used to working. Channels, threads, everything is right where you'd expect, and people adapted fast.
On the downside, Pachca, like other team chat apps, doesn't have the same set of built-in integrations as Slack, where you can connect Google, Jira and other tools right from the interface. You can set up a lot of this today with a webhook, but it takes more effort.
Tips for making the switch
There's really just one tip: don't move to any service without a demo and a pilot. Make sure to test everything in detail. Otherwise, you're buying a pig in a poke.
Our whole company took part in testing. If your rollout isn't an emergency, you might invite only team or department leads, so each department can figure out whether the service covers all its needs. You can run a survey after the pilot for that. If everyone's happy, make the move :)
