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Managing 40% volume surge in the last 3 days of the month in acquirer merchant boarding

The Client

National U.S. payment solutions provider

Challenge

  • Challenges in managing turn time as 40% of on-boarding of merchants occurred in the last 3 days of the month
  • Uncompetitive on-boarding service levels turn-time -5 hours to 24 hours with significant errors

Solution

  • Coforge deployed its SmarTrans methodology to re-engineer and outsource processes
  • New standardized operating procedures and process flows were created

Execution

  • A smart ‘allocation tracker’ to track and monitor progress of each application real-time
  • Buffer resources and synergized cross-training methodology to manage fluctuating volumes

Value Delivered

  • Volume surge handled at no additional cost or reduction in service levels
  • Achieved 3 hours of on boarding turn time even with high month end volumes
  • Maintained consistent accuracy levels of over 99%
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