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
