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%