1 Customer
- Treasury management services division of a Top U.S. Bank
2 Business Situation
- ACH exceptions – needed to reduce turn-around time to clear all volumes on the same day
- Exceptions were being processed by individual divisions reducing process standardization
3 Solutioning
- SLK centralized the operations to one location with clear SLA’s for all 10 types of transactions
- Some of the applications used were Detica, PEP+, Agiletics etc.
4 Execution
- Staff was cross-skilled to perform all 10 activities to manage volume fluctuations without increasing staffing
- SLA’s managed by adhering to specific time windows for each activity
5 Value Delivered
45% lower cost through streamlined processes
Turn time improvement
- to 3 days from 5 days for settlement of transactions
- Consistently processed all requests on the same day
Improved process quality to 99% from 95%
The quality for ACH process is at 100%. Teams are meeting deadlines. Really appreciate this achievement. Keep up the great work!
