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