Operations Center Customer Service Initiative
Operations Center Customer Service Initiative
Operations Center Customer Service Initiative
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Business Need<br />
Background<br />
• As the custodian of the world’s largest payment transaction engine, Inovant’s technical<br />
operations teams process 100 million+ payment transactions a day representing $1.4 trillion<br />
annually. In just one hour, Inovant is capable of processing more transactions than all the<br />
stock exchanges in the world handle in one day – with nearly 100% reliability.<br />
Inovant’s technical operations teams are the frontline support for banks around the world who<br />
connect with Visa to process payment transactions. Every day, Visa’s member banks place<br />
their trust directly in the hands of these technical experts.<br />
Business problem<br />
• In 2002 all customer satisfaction service levels were met and customer satisfaction scores<br />
were satisfactory. Nonetheless, there was a strong theme and sense of urgency that these<br />
teams could improve customer satisfaction.<br />
The challenge<br />
• How can we raise our customer’s satisfaction while maintaining our high<br />
availability and technical service level agreements?<br />
• How can we position our operations teams to continue to improve customer<br />
satisfaction results?<br />
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