1 Customer
- Issuing bank client of a leading card payment processing company
2 Business Situation
- Primary challenges faced in Disputes Processing:
- Providing superior turn time to customers while managing regulatory changes
- Maintaining service levels while reducing costs
3 Solutioning
- Client & SLK partnered on a complimentary Strategic Value Assessment
- Roadmap of outsourcing based on complexity, risk and potential automation possibility
4 Execution
- Initial processes identified included Merchant Deal Boarding and Scan & Image Matching
- Later phases covered Merchant Maintenance, Pricing & PCI, Disputes & Chargebacks, Representments, 2nd Chargebacks, Merchant Downloads, Research
5 Value Delivered
Improved turn time management
- Turn time goals achieved 98% (earlier 81%)
Significant cost savings ~40%
Enhanced customer satisfaction
- Reduced aging and Inventory
- Maintained quality levels
Well done, gentlemen. Thanks again for the focus. Thanks to the team for working this backlog down. It’s very much appreciated
