News & Views - Savantor
You are here:
/
/
/

Join the dots!

Wednesday, 16 May 2012
I recently had an interesting exchange with various sections of a large credit card issuer which serve to illustrate a problem that they are probably not alone in suffering from – different parts of the organisation don’t talk to each other.
It started when I received a replacement credit card.  This was something of a surprise as I am not and never have been a customer of this issuer.  I did the decent thing and rang the call centre to explain this.  Despite my explanation that I was not a customer of course the first thing they do is try to identify me.  Having given them the card PAN number I was asked to provide my date of birth only to be told that this did not agree with their records.  I repeated that as I was not a customer this was probably not surprising.  I was then asked if I could answer security questions.  I pointed out that this was unlikely as (and I said this very slowly) I was not a customer.  The message finally seemed to get through after being put on hold several times and I was told that the card would be blocked and I would not receive any further communications on this matter.
The following week I received a statement for the card showing the existing balance, a payment made and one transaction indicating that this was probably an ongoing account – just not mine.  I rang again and after going through much the same conversation as the first call I was transferred to Application Fraud (probably because the call centre didn’t know what else to do) and after going through the same story for the third time I was told that yet again the card would be blocked and I would receive no further communications.  The following week I received a letter from the Fraud department asking me to ring them immediately due to suspicious activity on my account!  I rang again and went through the same story again and tried to point out that although they had sent the card to me at my correct address it was clearly a transposition problem on their systems as presumably I was on a database of addresses they had bought to market to and somehow my details had been wrongly applied to an existing account.  I suggested that this might indicate a problem worth investigating on their systems only to be told that I needn’t worry as the card was blocked and I would not receive any further communication. 
So having been contacted by the Card Management system, the Statementing system and the Fraud system - although I will apparently not be contacted again – I’m waiting for the next system to send me something about this card.  My money’s on Marketing telling me how to make the most of my new card.
Savantor Services

Savantor Services

Savantor services are tailored to Client needs based on our core service areas

Specialist Resourcing Payments Strategy Platform Transition Operational Efficiency
Savantor Services

Job Opportunities

Consulting and contracting roles in the payments, mobile and banking arena within the UK and across Europe

View more
Savantor Services

Savantor Views

Find out more from our Savantor brochures, MarketEye back copies and Industry opinion

Collateral Market Eye News & Views Sign Up to receive MarketEye

Client Quotes

Expert Witness

"After searching extensively for the required industry expert in a complex litigation, Savantor was identified to have the necessary industry knowledge and expertise on a range of complex issues. Savantor provided clear advice and was able to quickly hone in on the key issues, but most importantly, generating pragmatic winnable answers."

Gavin Ingram, General Counsel & VP Strategic Planning - Global Blue - Asia Pacific

Payments Workshop Material

"Savantor helped ACI build a payments onboarding workshop for new technical staff in ACI EMEA. Their extensive experience took our outline and built a great starting presentation of industry facts that we have now customised further into a half day session that is used for all new joiners. Our Americas and APAC regions have also taken the material and customised it for their regions. A great job by Savantor has meant new joiners to ACI hit the ground running."

Richard Sanders, Principal Solution Consultant - ACI - Worldwide EMEA

Acquirer Risk Assessment

"The expertise provided by Savantor has greatly helped us evaluate our risk position and to take the right steps in managing our future risks. Strong, disciplined planning and an ongoing willingness to work closely with our staff played an enormous part in making this a very successful well-delivered project which will greatly help us in achieving our business goals."

Mark Healy, Chief Risk Officer - NEOVIA Financial - UK

Collections Transformation

"Savantor did an absolutely superb job for us on the Collections programme. The professionalism, hard work, courtesy and tenacity of their experts is a credit both to the individuals and to Savantor."

Peter O'Dea, Senior Manager - Collections Department - Permanent tsb bank - Ireland

Interchange Review

"Savantor did a superb job in confirming what we believed was an area of weakness. The detail we now have will enable us to agree internally what we need to do to improve structure, control and income. Nationwide management were very impressed with the quality of the Savantor team."

Adam Slater, Senior Manager - Banking - Nationwide Building Society - UK

Acquirer Transformation

"We needed a programme manager for a complex transformation who also brought a broad understanding to help stakeholders through the change. We have been delighted with the delivery and outcomes from this engagement with Savantor."

Michael Liquornik, Executive Vice President - Neovia Financial - UK

Acquirer Strategy and Operating Model

"Savantor brought an effective blend of European acquirer market expertise and transaction processing solution design. Their experts quickly forged strong working relationships with our team. We enjoyed working with them to create our future acquirer strategy."

Mikko Hyttinen, SVP - Lending Services - OP-Pohjola Group - Finland

Card Processing Migration

"Disciplined methodology and effective teamwork, guided by Savantor's migration expertise and operational knowledge, were the hallmarks that led to the resounding success of this project, enabling us to maintain and develop our business capability."

Robert Lambert, Head of Cards Strategy - Permanent tsb bank - Ireland

Clients - Request Support

Send us a support request and one of our specialists will be in contact to assist you.

Consultants – Upload your CV

Register your CV with us and gain access to a range of job opportunities through our online job search portal.