Revolut Concierge: Powered by Sincura

The Metal concierge service went live in August 2018 and reached 160,000 active users within its first year, growing by an average of 500 new users per day. Sincura deployed a dedicated international team of over 50 concierge professionals, handling approximately 1,000 client requests daily.

To support this scale, Sincura developed a proprietary in-house system to manage demand efficiently. Over 90% of requests were responded to within one minute and resolved within 30 minutes. Service was delivered through a follow-the-sun model, with UK teams covering core hours and international teams supporting out-of-hours requests.

Advanced algorithms and behavioural analysis enabled proactive request handling and accurate anticipation of client needs. A comprehensive reporting suite provided Revolut with full visibility, including response times, request categories, and customer feedback.

In the first 18 months since inception, The Concierge programme, provided by Sincura, received multiple awards and industry accolades, including being voted Best Credit Card Concierge. An independent review of the service can be viewed via the link below.

Each month Revolut were provided a detailed 52-page report of the clients to fully understand their audience, trends and preferences. This proved invaluable for marketing campaigns to target the correct demographic.

Client satisfaction is the cornerstone of our white-label partnership. Following every request, Revolut members are invited to rate their experience, allowing us to maintain the highest standards of service quality and performance optimization.

UNRIVALLED SPEED

Managing over 1,000 bespoke requests each day, our average response time was under three minutes—any time of day or night. Over 60% of requests are resolved within the hour, and 99% within 24 hours. This efficiency has resulted in over 98% of clients giving positive reviews on our speed of service.

EXCEPTIONAL QUALITY

We utilize every piece of member feedback to refine our training, improve our processes, and elevate the client journey. Consequently, more than 85% of Revolut users consistently rate the concierge service as five stars.

KNOWLEDGE

Over 97% of reviews were positive when it came to venues being suggested and booked. With requests around the world - this shows our global knowledge and partnerships.

After 18 months of growth, Revolut rapidly expanded into the Far East, an area not covered by Sincura at the time. As such we stepped away from the contract and supported the handover to Ten Group.

The results were disastrous with complaints of messages being lost, late response times, and poor service levels. Sincura did step back in to assist Ten Group to bed the service in during the initial phases, but after 6 months and scathing client feedback, Revolut cancelled the concierge service through Ten Group.