Post on 07-Jan-2017
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Legislation to DigitizationMeeting Fresh Challenges in Payment Processing
Alpha Card | Darren Hart
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
WHO ARE ALPHA CARD?
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
1998 2001 2008 2009 2011
Alpha Card
created
Incorporation of
Merchant Services
Acquisition of BCC
Corporate
Acquisition of
MCKA
Integration of American Express
Servicing
A stand alone card issuing and acquiring business for American Express, VISA and Mastercard in the Belgium and Luxembourg markets
Established in 1998 as a joint venture between American Express and BNP Paribas Fortis
The sole distributor of American Express in our markets Approximately 400,000 consumer, corporate and merchant customers250 employees based in Brussels
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What are the key challenges we are facing as a payment
processor?
Caps on the fees we are able to charge for transactions for specific consumer product types
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Interchange
Many products will instantly become loss making when the legislation is
implemented on 9th December 2015
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
UBO/KYC
A remediation exercise is required for a significant portion of our customer base
Historically the organization hasn’t collected all the appropriate identification information from our customers and didn’t keep it up to date.
This is now a regulatory requirement.
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
A high Cost to Income ratio inconsistent with Shareholder expectations
Scale
As a standalone payment processor we have the same requirements for core service support as any larger organization (Legal, Compliance, IT, HR, etc)
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Operational Efficiency
Inconsistent Cross Brand Customer Service and confusion around processes.
No Single Customer View.
Alpha Card was formed by acquisition, as a result still has duplicated and different processes for different brands.
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Why Bizagi?
From design to automation and deployment, Bizagi Suite supports the complete BPM lifecycle to make continuous improvement a reality
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
How did we use Bizagi to address some of these
Challenges?
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Interchange
Automation & Alignment of the Application Process for all Products (5 months)
40% Reduction in Cost of Acquisition(offsetting some of the fee loss)
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
UBO/KYC
Creation of a Single Customer View Automation of the Identification Capture Process
30% Reduction in Remediation Volume.Estimated 60% Reduction in Remediation
time down from 5 years to 2!
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Scale
Reduction in Compliance & Credit Risk time when supporting New Applications
Support costs reduced by 10%
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Operational Efficiency
The Single Version of TruthA BPM layer over multiple existing systems
Consistency in Customer Service & Better Single Call Resolution.
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What were the key learnings from this Alliance?
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Build Internal Skills as early as possible to simplify support & Manage small enhancement
Ensure Initiatives are sponsored by Operational Leads for Successful Implementation
Allocate sufficient time to defining process before building them. Simplistic tools may tempt you to bypass this phase, but causes significant re-work!
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What’s next?
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Integration of our direct sales and web channels into the application process
Further automation to reduce the UBO / KYC timeline through web automation
Incorporation of merchants into the Single Customer ViewAutomation of re-keying required between some Legacy
SystemsImplementing the rest of the Operational ‘wish list’
Start your BPM journey today…
www.Bizagi.com
www.linkedin.com/company/bizagi
www.twitter.com/bizagi
Darren Hart | Bizagi: marketing@bizagi.com
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