1 Customer
- Issuing bank, client of third largest merchant acquirer in U.S
2 Business Situation
- Challenge managing dispute charge-off
- Significant increase in disputes inventory leading to larger potential losses
- Customer’s existing average charge-off rate was high (at $0.14)
3 Solutioning
- Coforge SmartTrans methodology used for business analysis
- Innovative Kaizen improvements to manage the inventory and streamline the process
4 Execution
- Tiered dollar value-based checks created to mitigate potential high dollar losses
- Quality rigor deployed by an autonomous quality organization focused on reducing repetitive errors
5 Value Delivered
Lower charge-off and operational cost
- Charge-offs reduced from $0.14 to $0.06 per transaction
- Additional labor cost savings of 50% for some work
Reduced risk
- Risk of non-performance transferred to Coforge
You guys are the game changers. We are now going strong to the market for more disputes
COO, Payment Processing Company
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