Payments Company Boosts Operational Efficiency With Diagnostics Solution

Challenge

To best serve its customers, Citrus Pay had an objective for success-rate-optimization, which it implements periodically to improve business efficiencies. Despite regular and consistent process improvement practices, the success rate was still below the high standards the business was striving for. Because Citrus Pay was unable to achieve exceptional performance levels, it experienced mild customer dissatisfaction. In the financial services business, this can quickly result in lost revenues. Additionally, Citrus Pay needed to simplify its business logic. A thorough analysis was required for desktop and mobile platforms, as well as the data being processed by payment gateways.

The Citrus Pay environment experienced millions of users making bill payments via the company’s payment gateway (see Figure 1). Users went through the billing portal successfully, but when routed to the payment gateway, at times, they were unable to process the payments, which led to transaction failures.

The losses in transactions were having a significant financial impact on the company’s bottom line. Citrus Pay was not only losing real revenue but it was also seeing a negative impact on its loyal customer base. The company was unable to identify the root cause of the problem and was looking for a prompt solution.

Outcome

The Test function of REAN Accelerator Platform from Hitachi Vantara allowed the engineering team to create a dynamic test infrastructure within a few hours. This approach included all versions of browsers installed. It ran a simple URL test and analyzed the results quickly, which lead the team to identify the root cause of Citrus Pay’s problem. With this solution, Citrus Pay staff gained:

• An understanding of the data they were was collecting and the immediate ability to detect issues and loopholes.
• An immediate increase in the success rate, by fixing all the glaring problems across various tiers of their application.
• Eventual reduction in forward failure rates.

Citrus Pay now operates with greater confidence and delivers a higher quality of service to its customers. The solution has improved Citrus Pay’s operational efficiencies as well as service delivery, and has resulted in greater revenues and higher customer retention rates for Citrus Pay.

For more information about how REAN Cloud, now part of Hitachi Vantara, can help your business be more agile, innovative and cost effective, contact your Hitachi Vantara representative or visit HitachiVantara.com.