NETSCOUT Case Studies nGeniusOne: Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions

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	nGeniusOne: Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions NETSCOUT

nGeniusOne: Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions

NETSCOUT

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Fraud Detection
Services	Data Science Services
Challenge	The financial services organization faced a significant challenge when merchants began reporting intermittent issues with cards being declined at point-of-sale (POS) terminals. This was causing a poor end-user experience, lost revenue, and customer satisfaction issues. The IT staff had no visibility into the company’s network, making it difficult to pinpoint the root cause of the transaction failures. The declined transactions could have been an indication of an actual transaction failure or just an authorization failure. Without deeper insights, resolving the problem proved a significant challenge. Read More
About Customer	The customer is a large financial services group that provides insurance, banking, and investment services in the Asia Pacific region. The organization has more than half a billion sales agents and over a quarter million full-time employees worldwide. A critically important component of the company’s business is issuing credit cards and delivering point-of-sale (POS) terminals. Read More
Solution	To address the challenge, the organization turned to NETSCOUT’s state-of-the-art technology to monitor their credit card transactions in order to uncover why some transactions were being declined. The nGeniusONE® Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology, along with InfiniStream® appliances deployed in the company’s data center, enabled IT to quickly identify the source of the card transaction failures. Using nGeniusONE’s deep intelligence and analysis capabilities, IT was able to identify the root cause of the declined card issues, isolating it to inter-bank transactions. IT staff utilized nGeniusONE to create an alert each time a credit card transaction was declined, allowing the services group to rapidly, and proactively identify issues related to inter-bank transactions and escalate them to the payment processor before end users could be affected. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Fraud Detection

Services

Data Science Services

Challenge

The financial services organization faced a significant challenge when merchants began reporting intermittent issues with cards being declined at point-of-sale (POS) terminals. This was causing a poor end-user experience, lost revenue, and customer satisfaction issues. The IT staff had no visibility into the company’s network, making it difficult to pinpoint the root cause of the transaction failures. The declined transactions could have been an indication of an actual transaction failure or just an authorization failure. Without deeper insights, resolving the problem proved a significant challenge.

About Customer

The customer is a large financial services group that provides insurance, banking, and investment services in the Asia Pacific region. The organization has more than half a billion sales agents and over a quarter million full-time employees worldwide. A critically important component of the company’s business is issuing credit cards and delivering point-of-sale (POS) terminals.

Solution

To address the challenge, the organization turned to NETSCOUT’s state-of-the-art technology to monitor their credit card transactions in order to uncover why some transactions were being declined. The nGeniusONE® Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology, along with InfiniStream® appliances deployed in the company’s data center, enabled IT to quickly identify the source of the card transaction failures. Using nGeniusONE’s deep intelligence and analysis capabilities, IT was able to identify the root cause of the declined card issues, isolating it to inter-bank transactions. IT staff utilized nGeniusONE to create an alert each time a credit card transaction was declined, allowing the services group to rapidly, and proactively identify issues related to inter-bank transactions and escalate them to the payment processor before end users could be affected.

Impact #1	Rapid problem identification and triage
Impact #2	Provided key insight into metrics, such as response times and error codes, where competing tools had failed to provide the necessary level of detail
Impact #3	Fast root cause analysis improved end-user experience and increased customer satisfaction

Impact #1

Rapid problem identification and triage

Impact #2

Provided key insight into metrics, such as response times and error codes, where competing tools had failed to provide the necessary level of detail

Impact #3

Fast root cause analysis improved end-user experience and increased customer satisfaction

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Overview

nGeniusOne: Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions

Operational Impact