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    Case Study: TRAVELEX: A Proactive Approach To Managing A Growing Payment Processing Environment

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    Travelex_CaseStudy_INETCO

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    Case Study: TRAVELEX: A Proactive Approach To Managing A Growing Payment Processing Environment

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    drustagi
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    Travelex_CaseStudy_INETCO

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    Travelex_CaseStudy_INETCO

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    Travelex_CaseStudy_INETCO

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    31 views4 pages

    Case Study: TRAVELEX: A Proactive Approach To Managing A Growing Payment Processing Environment

    Uploaded by

    drustagi
    Travelex_CaseStudy_INETCO

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 4

    CASE STUDY

    CUSTOMER:

    TRAVELEX: A Proactive Approach to Managing a


    Growing Payment Processing Environment
    Travelex is the world’s largest international foreign exchange specialist, providing
    Dynamic Currency Conversion (DCC) and full transaction payment processing
    and clearing services for over 1500 merchants and financial institutions across
    12 countries throughout Asia Pacific and Europe.

    www.inetco.com
    Travelex is also the world’s largest non-bank provider of international money transfer and remittance
    programs. Every year, it processes payments around the world for over 35,000 businesses to approximately
    1 million beneficiaries. More than 750 financial institutions currently use Travelex as their outsourced
    international payment platform.

    In February 2010, Travelex and Visa announced the launch of the first Visa Money Transfer service in Australia.
    The Travelex Visa Money Transfer service taps into Visa’s global network, which connects more than 1.7 billion
    cards, and provides a convenient, cost-effective and secure way for consumers to send funds directly to
    recipients’ Visa cards, both domestically and internationally. Australian consumers can make person-to-person
    payments, send funds to friends or family members, or make account transfers.

    The Business Problem


    The exponential growth of Travelex’s payment processing environment resulted in a new set of operational
    challenges for the Currency Select Business Unit, the part of the Travelex Card and Mobile Payment Division
    responsible for foreign exchange ATMs, POS, and E-Commerce initiatives. These operational challenges
    included the ability to:

    Proactively manage a growing payment processing environment


    As transaction processing volumes increased, so did the potential of application performance and switch
    capacity issues. Existing home grown tools were unable to help Travelex anticipate customer service
    complaints. Client banks and large merchant customers would report issues, and the IT operations and
    applications support team would deploy a number of manual development debug applications that would
    capture the issue – but only if it occurred again. These applications produced excessive traffic loads that
    impacted the available capacity on the Travelex switch.

    Meet PCI compliance and industry security regulations for full data encryption
    Another challenge that emerged from the use of their home grown debug files was the capture and potential
    exposure of card-sensitive data. To register as a third-party transaction processor with the major card
    schemes, Travelex needed to comply with the PCI DSS, standards and local regulatory requirements that
    stated the whole transaction message payload must be encrypted.

    “The first thing I do when I come to work is grab my morning coffee and
    log onto INETCO Insight®. My customized screen view gives me an
    instant snapshot of all transaction delays occurring with client banks
    and merchant customers, across our entire transaction processing
    environment. I can now direct resources towards fixing identified network
    and application issues instead of spending days trying to manually pull
    information together.” MARK WINGRAVE, CARD AND MOBILE PAYMENTS, TRAVELEX
    Maintain Service Level Agreements
    Travelex’s home grown tools did not provide visibility into application and transaction response times, or how
    Interchange partners were performing. It increasingly took greater effort to identify the root cause of network
    and application issues, making it challenging for Travelex to maintain Service Level Agreements with its clients
    and partners.

    The Business Solution


    An INETCO® customer for over ten years, Travelex chose to
    deploy INETCO Insight to meet their business transaction
    management and data encryption challenges, without increasing With INETCO Insight,
    the capacity load on the switch platform. Travelex gained:
    INETCO Insight provided the granular data that Travelex needed ●● $100,000+ savings per year in
    to quickly isolate the root cause of issues causing transaction staffing resources
    slowdowns and declines. Real-time alerting and historical ●● Obtainable Service Level
    filtering helped Travelex identify and proactively address Agreements
    customer service issues while meeting PCI compliance and
    ●● Proactive problem resolution
    industry security regulations for full data encryption. Graphing
    ●● PCI Compliancy
    and reporting capabilities enabled the IT and applications
    support team to improve capacity planning efforts and share ●● Mitigated risk of application
    snapshots with the senior management team that explained performance issues
    transaction volumes during peak processing periods. A 24/7 ●● Prevention of switch capacity
    dashboard provided a consolidated, real-time view into the issues
    transaction performance for all the various Interchange links,
    major client banks and merchants such as Visa, MasterCard,
    First Data and FDI. Visibility into application and transaction
    response times helped Travelex ensure obtainable service level
    agreements were set and met.

    Travelex
    24/7 >$100K 100%
    M O NI T O R IN G O F RESO U RCE SA VI NGS CO MP L I A NCE W I TH PC I DS S
    C U R R EN CY CON V E R S IO N & STA NDA RDS
    IN T ER N A T I O NA L TR A N S F E R
    T R A NSA C TIO N S

    +1.604.451.1567 | insight@inetco.com | www.inetco.com


    “Every time a call goes through to our helpdesk, we pay for it in resources
    and potential service level violations. INETCO Insight enables our IT and
    applications support teams to conduct inquiries into transaction history,
    identify anomalies, and proactively resolve issues first hand, resulting in
    significantly quicker resolution times and a decreased number of customer
    complaint calls into the operations center.” MARK WINGRAVE, CARD AND MOBILE PAYMENTS, TRAVELEX

    The Business Impact


    With INETCO Insight, Travelex was able to:

    Proactively manage a growing payment processing environment


    ●● Anticipate customer service issues by configuring real-time alerts such as decline rates from an
    Interchange partner and high transaction failure rates on an Interchange link
    ●● Analyze peak processing times and fine-tune batch processing and auto settlement jobs to avoid
    issues with switch capacity overload
    ●● Decrease staffing costs by quickly isolating the root cause of transaction slowdowns and declines

    Meet PCI compliance and industry security regulations for Visa


    ●● Remain PCI compliant while analyzing and reporting on historical transaction data
    ●● Ensure card-sensitive data remains encrypted throughout the entire problem resolution process

    Maintain Service Level Agreements with client banks and large merchant customers
    ●● Monitor the performance of various Interchange partners in real-time
    ●● Baseline average application and transaction response times to establish obtainable service level
    agreements with both client banks and larger merchant customers
    ●● Decrease payment network and application downtime through faster root cause isolation

    To learn more about INETCO Insight, visit www.inetco.com or email insight@inetco.com

    +1.604.451.1567 | insight@inetco.com | www.inetco.com


    © 2014, INETCO Systems Ltd. All Rights Reserved. All trademarks, registered trademarks, trade names, service marks and logos referenced herein belong to respective companies.

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