Credit Card Processing Document Online Record Search

Project

On-line customer service retrieval of credit card applications, sales memoranda and collateral material.

Case-Study


SEO-Training

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)

Search-Engine-Optimization


Business-Solutions

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 24 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

Timeframe

Three-year contract

Events-Calendar


Affiliate-Marketing

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

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

Target-Audience


Support-Services

Challenges

  • Development of same-day processing — 5i Solutions’ 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 three weeks to minutes
  • Meeting client’s needs within resistant organization — and winning referrals
  • Client expanded process to include business units previously not considered

Page-Quality


Social-Integration

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

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