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
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