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Achieving 13% improvement in quality & over 40% cost savings

The Client

A Top 10 US Payments Processor offering payments processing services for acquirers and issuers servicing over 400,000 merchant locations and processing over 10 billion transactions annually

Challenge

  • High fixed cost of operations
  • Seeking to optimize merchant on-boarding process  

Solution

  • Onsite study to evaluate processes for optimization & elimination of non-value added activities 
  • Digitized paper-based activities and created repository to enable efficient retrieval

Execution

  • Designed consolidated workflow “queues” to prioritize work items
  • Created Standard Operating Procedures knowledge base to enable quicker information dissemination 

Value Delivered

  • Lowered turn time and improved quality
    • Delivered turnaround time of 3 hours for merchant on-boarding
    • FTE “Time to Production” reduced from 3 months at customer site to 6 weeks at Coforge BPS
    • Increased quality by 13%
    • Savings of over 40% achieved in several processes
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