« The Contextor solution makes our organization more efficient »
Thomas Van Acker,
Trusted partner of Alpha Card, Contextor has conducted in three years no less than two projects for the company. Each time with considerable gains in productivity.
In which context did you decide to use Contextor ?
The collaboration between Alpha Card, a leading electronic payment services, and Contextor dates back to 2012. At this time we were already looking for ways to optimize our internal processes since they were not always “user friendly”. It was during a seminar dedicated to call centers that our operating director discovered the potential of the Contextor tool. A discovery that happened just on time since the automation of repetitive tasks represented a major challenge for our organization. Thus, Contextor first worked for our fraud department. Then with the success of the collaboration, the experiment was repeated last year with the department of new customers.
What management issue did the department of fraud have ?
The activity managed by our operators led to many tedious manipulations. Indeed, for every case of fraud encountered by a cardholder, our team had to perform data entry in multiple information systems. To avoid such repeated seizures, we developed with the help of Contextor a script sifting through all the key stages of management for each fraudulent action. In the end, development software stages and testing were finalized in just three months by Contextor ! This shows the effectiveness of the deployment of such a tool, especially given the gains generated. Our operators now treat each fraud case in five / ten minutes maximum against thirty in the past !
Does the collaboration with the department of new customers also prove fruitful ?
Absolutely ! In the credit card industry, we manage several activities Including the affiliation of new merchants in the payment network. Alpha Card treats every year thousands of new merchants. A time-consuming job since it was necessary to re-enter in our information system data previously sent to Excel files. To automate such manipulation, Contextor was, once again, very helpful. With a first successful experience in the department of fraud, the publisher was able to implement the solution in just five weeks. And that’s without counting the benefits for the operators. Proof in numbers : only one minute is now needed to integrate a merchant in the back office, against fifteen before ! A very quick return on investment.
In : Encart spécial de « Relation Client » Le Magazine 100% orienté client, Avril 2015, page 11.