ICS: Benchmark cockpit


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
  • FTE’s
  • Speed, FTE’s


  • Customer satisfaction: Meet or exceed customer expectations

This dashboard was developed for Ensior and can be viewed here.

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Femke Kooij is a dashboard and report designer, developer and educator specializing in SAP | BusinessObjects Dashboards (better known as Xcelsius) and Crystal Reports. She has also a lot of experience with other SAP | BusinessObjects toolings like, Web Intelligence (WebI), Information Design Tool (Universe Designer), BusinessObjects Data Services (BODS) and the overall server platform BusinessObjects Enterprise (Launchpad, CMC). She spends a lot of her time thinking about and sharing her knowledge of Xcelsius to others through her own blog. Lately she is exploring other visualization tools like Qlikview and Tableau. On the later she is also posting some experiences. Currently she is in the employment of Cognizant Technology Solutions. Her blog only contains her personal views, thoughts and opinions. It is not endorsed by Cognizant Technology Solutions nor does it constitute any official communication of Cognizant Technology Solutions.

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