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!

Vice President, Commercial Operations

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