Delivering a superior client experience

At Peach, delivering the best possible experience for our clients is at the core of our mission. For us, this means more than just bringing our extensive lending experience to the table. It’s also about operating with integrity, bringing a consultative mindset, building for the long-term, and delivering exceptionally dependable infrastructure. This approach enables our clients to lower costs, shorten time-to-market, spur innovation, and de-risk their product launches.

In order to enhance the level of service we provide to our clients, we’ve formally established a Customer Experience (CX) organization within Peach. This change brings together our Solutions Engineering, Customer Success, Customer Support, and Technical Writing teams to drive the seamless experiences from implementation to post-production support that customers value when choosing Peach.

• Solutions Engineering partners with clients during implementation to provide a smooth experience while onboarding to Peach’s platform. Solutions Engineering also partners with clients post-implementation to ensure they’re able to leverage Peach’s full suite of capabilities.

• Customer Support ensures that when clients run into issues, those issues are resolved quickly through dedicated support channels. This provides a reliable level of service and documentation around resolution to issues raised to Peach’s Support team.

• Technical Writing is responsible for Peach’s Documentation Hub, which assists current and prospective clients throughout their learning journey as they endeavor to grasp the broad set of features and functionality provided by Peach’s platform. The Documentation Hub comprises technical documentation for developers as well as guides that describe system capabilities for end-user audiences.

• Customer Success has responsibility for maintaining and cultivating client relationships, including understanding clients’ needs and providing a high level of ongoing support as their lending programs scale.

Bringing these teams together in a dedicated CX organization provides our clients with continuity throughout the product lifecycle and enables us to partner more deeply. Whether your offering is consumer or business, BNPL or credit card, de novo or already at scale—we’re here to make sure you get maximum value from our best-in-class loan management and servicing platform. We look forward to partnering with you as you continue to innovate and grow.

About Russell Braden

A three-year veteran of Peach, Russell leads Peach’s newly formed Customer Experience organization. Most recently, he served as Peach’s VP of Product Management. Prior to Peach, Russell has held key roles at leading innovators like Grainger, Avant and Enova International. At Grainger, he oversaw Product Development for Customer Information, a cornerstone of Grainger’s broader digital transformation efforts. He helped scale insights and best practices from an internal startup across the entire company, replatforming their tech stack and reducing their dependence on legacy software.

Prior to Grainger, Russell was responsible for launching one of Avant’s installment lending programs—overseeing underwriting, risk, servicing, collections and remarketing, as well as development of their servicing platform. And before Avant, Russell worked in Strategy & Operations at Enova International, learning the ins and outs of their online lending business through the lens of the call center.