Before:
- Payments managed manually through spreadsheets and CSV uploads
- Contractors emailed for updates, leading to inefficient response times
- Several hundred support tickets per month
- Tax season headaches with data scattered across two legacy systems
After:
- End-to-end automation of onboarding, payments, and eligibility tracking
- 64+ admin hours saved weekly with no manual banking updates or file uploads
- Support ticket volume cut in half thanks to user-facing transparency
- Thousands of payments processed monthly with instant payout options
Omni Interactions: Revolutionizing Payments and Operations with Wingspan
Omni Interactions is redefining the future of customer experience. As a leading provider of gig-based customer support, Omni partners with Fortune 500 companies and high-growth brands to deliver agile, cost-effective solutions through a vast remote network of Gig Brand Ambassadors (GBAs).
With deep expertise across healthcare, financial services, retail, travel, and others, Omni’s award-winning, tech-enabled approach empowers businesses to scale support effortlessly, adapt to seasonal demand, and serve customers with speed and excellence.
Challenge: Manual Payments and Scaling Headaches for a Rapidly Growing Workforce
As Omni scaled, managing a growing base of 10,000+ gig brand ambassadors with manual processes became unsustainable. “It wasn’t just inefficient - it introduced risk and created frustration for both our GBA’s and finance team,” said Ashley Dickerson, People Support and Community Earnings Manager at Omni. Teams were bogged down with:
- Manually updating banking information.
- Processing payments with CSV uploads,
- And managing hundreds of support tickets each month.
Solution
Omni evaluated multiple alternatives, including building in-house and working with traditional payment platforms. They ultimately chose Wingspan because of the of the following advantages:
- Intuitive interface for all stakeholders
- Robust data security, redundancy, and compliance infrastructure built for high-volume operations
- Responsive customer support and true partnership approach
"Wingspan’s digital strategy aligned with our Chief Digital Officer’s vision. Their entrepreneurial mindset stood out. They’re always evolving,” said Beth Capra, CFO.
Impact: Unprecedented Efficiency and Empowerment
Wingspan enabled Omni to go live under 21 days, quickly scaling to over $3.1 million in monthly payments and seamlessly supporting thousands of contractors during peak periods.
Here’s how Wingspan transformed Omni’s operations:
- Saved 64+ hours of admin work each week: Omni eliminated manual banking updates, CSV uploads, and error resolution, freeing up valuable time across People Support, Finance, and Operations. Each team member saved 8+ hours per week, allowing them to focus on strategic initiatives.
- 50% reduction in support tickets: The intuitive self-service portal empowers users to manage profiles, view payments, and download documents directly, drastically cutting down on inquiries and improving their overall experience.
- 100% of 1099 tax data consolidated: Wingspan streamlined 1099 processing, including the import of historical data from two legacy systems. "We had issues with a prior vendor for 1099s and Wingspan handled it so much better," said William Flatley, Controller at Omni.
- Zero manual banking tasks: The elimination of CSV uploads and account update issues eradicated a significant source of errors and delays.
- Instant Payouts & Financial Benefits: Wingspan allowed Omni to offer valuable benefits to its users:
- 23% opt for instant payouts.
- 21% leverage the Wingspan wallet benefit.
- 29% have enabled tax withholdings
Streamlined 1099s
Omni worked with Wingspan to import historical data from two legacy systems for 2024 1099 processing.
"Wingspan handled this complex situation very effectively ," said William Flatley, Controller.
Hear from the Gig Brand Ambassadors (GBAs)
Omni’s GBAs have experienced a major shift in payment visibility, tax flexibility, and ease of use:
- “I absolutely love that I can hold out my taxes and send in the quarterly payments as well as keep track of expenses all in the same place.”
- “Wingspan has been a valuable tool as an independent contractor. I appreciate the user-friendly interface, which makes managing payments and tax documents straightforward and efficient.”
- “I like the quick response when you have a question about pay or withholding or how to do something. Their support is quick, thorough and friendly.”
A True Partnership
Omni continues to meet with Wingspan biweekly to share feedback and explore new features, constantly optimizing its operations.
“We’ve only scratched the surface of what Wingspan can do. We’re excited to keep building,” - Ashley Dickerson, People Support and Community Earnings Manager at Omni Interactions.
Check out how Omni is redefining the future of customer experience →
Learn more about how Wingspan helps BPO companies scale their talent networks without limits →