Case Study: Credit Card Processing


Project	On-Line Customer Service Retrieval of credit card applications, sales memoranda and collateral material
Client's Goals	Reduce processing costs from current six weeks Improve document retrieval time from previous three to six weeks to find after request is made 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	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 Info	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).

Call AmDoc Today 800-455-1599

Case Study: Credit Card Processing