The Client
Issuing Bank Client of a Leading Card Payment Processing company
Business Challenge
- Primary challenges faced in Disputes Processing
- Providing superior turn time to customers while managing regulatory changes
- Maintaining service levels while reducing costs
Coforge Solution
- Client & Coforge partnered on a complimentary Strategic Value Assessment
- Roadmap of outsourcing based on complexity, risk and potential automation possibility
Execution
- Initial processes identified included Merchant Deal Boarding and Scan & Image Matching
- Later phases covered Merchant Maintenance, Pricing & PCI, Disputes & Charge backs, Representments, 2nd Charge backs, Merchant Downloads, Research Improved turn time management
The Result
- Turn time goals achieved 98% (earlier 81%)
- Significant cost savings ~40%
- Enhanced customer satisfaction
- Reduced aging and Inventory
