1 Customer

  • A Leading Chargeback Management Company in U.S.

2 Business Situation

  • Backlog of chargeback cases to be cleared with one client
  • Higher aging of cases leading to longer turn around time
  • Average aging of 31 days and an inventory of 9,000 , against a normal ageing of 18 days and inventory of 3,000 cases

3 Solutioning

  • Processing team split in two groups - 2 pronged approach to attach backlog of both within TAT and outside TAT cases

4 Execution

  • Cross training to manage volume fluctuations
  • Robust quality feedback mechanism to avoid errors as the process was still in pilot phase

5 Value Delivered

Case Ageing reduced dramatically
  • 31 days to less than 5 days in a month
Cleared all backlog in 2 months
Enhanced service levels could be extended to other clients

Great, thank you so much! Truly appreciate the help and support you guys have been providing us! Makes us all a better team

Director, Merchant Services, at a leading Payment Services company

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