Case: The Fortis subsidiary International Card Services (ICS) is one of the largest credit card specialists and a market leader in issuing credit cards in The Netherlands. The company has been issuing credit cards for VISA and MasterCard for over 15 years. In addition ICS manages promotions, administration and transactions processing of credit cards. In total ICS has more than 2,4 million cardholders, approximately 300 employees and – in addition to its headquarters in Diemen – has offices in Belgium (near Brussels) and in Germany (Düsseldorf).
Customers can contact ICS through 4 different channels: online (web), print, call & mobile. ICS strives to continually improve its services by anticipating the wishes, needs and preferences of its customers. Formerly customers had to call to settle matters. By measuring the reasons for calling and extending the website with these reasons the customer is able to settle matters by him/herself through Self-Servicing.
Solution: A cockpit has been developed to facilitate this process. With this cockpit ICS is able to analyse the number of contacts per channel per product per reason per specified period (current, last month and last 2 months in weeks, Last 3, 6 12 and 13 months in months) and benchmark this to the last period same selection or to same period another selection.
- Decrease number of paper statements
- Reduction of calls
- Improvement of STP (Straight Through Processing)
- Reduction statement costs
- Speed, FTE’s
- Customer satisfaction: Meet or exceed customer expectations
This dashboard was developed for Ensior and can be viewed here.