| Project |
On-Line Customer Service Retrieval of credit card applications, sales memoranda and collateral material |
| Client's Goals |
- Reduce processing costs
- Improve document retrieval time
- Improve Customer Service
|
| Size / Type Project |
1.5 million+ pages over 18 month period (ongoing) |
| Technical Issues |
- Development of a "purchase" file consisting of extracted data from indexed images to integrate with client's primary database system.
- Daily transmission of purchase file. Federal Banking regulations required purchase to be posted to a customer's account within twenty-four hours of receipt.
- Development of compliance notification letters sent to merchants on daily basis to upgrade level of completed transactions
- "Flexible" technical infrastructure that could evolve as the client's business processes and needs changed.
- 24 hours a day, 7 days a week access to images to support Credit and Customer Service functions.
|
| Time Frame |
Three year contract |
| Culture / Political Environment |
- Business units in diverse locations across U.S.
- Client need to cut costs significantly
- Internal resistance to outsourcing (staff reductions occurred at same time outsourcing was implemented)
- Merchants were initially resistant to change when compliance reporting was implemented
|
| Financial Issues |
- Initial client cost savings of $750,000 within first six months
- 50% increase in client growth within first six months
- Overall client savings in 18 months: $1.2 million
|
| Challenges |
- Development of "Same Day" processing - AmDoc's first foray into large volume same day delivery requirements
- Employee "Buy-In"
- Unexpected growth in client business during first six months of project
|
| Accomplishments |
- Customer Service response time reduced from 3 weeks to minutes.
- Meeting client's needs within resistant organization - and winning referrals!
- Client expanded process to include business units previously not considered
|
| Best Part of Project |
Hearing that a client was able to do more with less (a 50% reduction in staff with a 50% increase in purchase volume). |
