Description

Discover how we have developed our workflows to increase our efficiency.

Objectives

• Ensure that the card system is well-maintained, with minimal errors at each stage of the lifecycle and immediate resolution when issues arise;
• Ensure that the service levels of the value proposition are met, maintaining a truthful image with our customers;
• Continuously improve the card processes to reduce any friction in the customer experience.

Accomplishments

Team:

• Creation of metrics to measure the various phases of our customers’ lifecycle, with defined objectives and a systematic monitoring process accessible to everyone (available in Power BI).
• Significant improvements in team meetings, which have adopted a more structured and productive format, including moments for sharing achievements and collectively reflecting on critical issues.
• Development of checklists for tasks in each area, providing detailed steps for completing them and enabling holiday backups to ensure the continuity of processes.

Business:

• During the onboarding phase, we reduced the number of errors from 2,000 in 2017 to 100 in 2022 in the creation of accounts and cards by centralising error management within the team, allowing us to identify and permanently eliminate each error, and by using APIs instead of files in the operational model.
• In the card delivery phase, we decreased the card dispatch time from over 21 days in 2017 to less than 10 days in 2022 by switching the transport method from road to air from the central European hub to Portugal and by producing the card on the day of the customer’s onboarding.
• During the usage phase, we ensured that discount allocations were automatically applied at a rate of 99% in 2022, compared to 75% in 2017, by internalising the calculation files and recovering any failures daily. Additionally, we achieved over 95% success in campaigns through the creation of a promo code.
• In the statement production phase, we increased the percentage of digital statements to 92% in 2022, up from 64% in 2017, improving delivery time and costs through various email capture initiatives and the promotion of digital channels, despite the departure of a credit partner that significantly affected errors.
• In the fraud prevention phase, we implemented two operational softwares, Decision Intelligence and Nu Detect. Both helped maintain fraud at controlled levels, and we fine-tuned the false positive rate from 10k during the implementation phase (2019 to 2021) to less than 1k over the subsequent two years.
• For operational incident handling at the call centre, we created a team in 2019 that handled 2k tickets in 4 days. By 2022, we reduced the processing time to 2 days while managing a volume of 4k tickets, through process automation and increased autonomy for agents in resolving customer-reported issues.
• In fraud case management, we reduced the time to conclude processes from nearly 60 days in 2017 to less than 15 days in 2022 by internalising the chargeback process within the team and using more effective tools for contacting merchants, such as Ethoca.