1 Customer

  • Issuing bank, client of a leading U.S. chargeback management company

2 Business Situation

  • Backlog of chargeback cases to be cleared
    • Running at 31 days average aging with an inventory of 9,000, against a normal aging of 18 days and inventory of 3,000 cases
  • Higher aging of cases meant extended turn around time

3 Solutioning

  • Processing team split in two groups
    • 2 pronged approach to attack backlog of both “within Turn Time” and “outside Turn Time” cases

4 Execution

  • Cross training to manage volume fluctuations
  • Robust quality control and feedback mechanism to reduce errors

5 Value Delivered

Case aging reduced dramatically within a month
  • 31 days to less than 5 days
Cleared all backlog in 60 days
Long-term process improvements
  • Enhanced service levels could be extended to their other customers

Great, thank you so much! Truly appreciate the help and support you guys have been providing us! Makes us all a better team

Director, Merchant Services, at a leading Payment Services company