Alpha Card presents at Gartner ITXpo Barcelona 2015

Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015

Legislation to DigitizationMeeting Fresh Challenges in Payment Processing

Alpha Card | Darren Hart


WHO ARE ALPHA CARD?


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


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


Interchange

Many products will instantly become loss making when the legislation is

implemented on 9th December 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.


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)


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.


Why Bizagi?

From design to automation and deployment, Bizagi Suite supports the complete BPM lifecycle to make continuous improvement a reality



How did we use Bizagi to address some of these

Challenges?


Interchange

Automation & Alignment of the Application Process for all Products (5 months)

40% Reduction in Cost of Acquisition(offsetting some of the fee loss)


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!


Scale

Reduction in Compliance & Credit Risk time when supporting New Applications

Support costs reduced by 10%


Operational Efficiency

The Single Version of TruthA BPM layer over multiple existing systems

Consistency in Customer Service & Better Single Call Resolution.


What were the key learnings from this Alliance?


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!


What’s next?


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

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Darren Hart | Bizagi: [email protected]

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Alpha Card presents at Gartner ITXpo Barcelona 2015