Crisis Trigger: Transaction Failures and Business Impact
An East African bank experienced a series of high impact problems within 5 days, causing transaction failure rates to spike to as much as 40% which led to both financial and reputation losses. In addition to refining early warning systems, the management decided to implement automations that detect and trigger the reprocessing of failed transactions, with an immediate focus on high volume low value transactions so that Operations can concentrate their qualitative energies on larger tickets.
Solution Implementation: Automation for Reconciliation and Exception Tracking
Nathan Claire’s performance engineers worked with the client to automate transaction reconciliation and track exceptions. Validated exceptions and data from disparate sources including error logs were used to initiate structured conversations with affected customers via multiple channels including text and WhatsApp.
Business Outcome: Enhanced Recovery and Customer Trust
The result was a drastic reduction in uncompleted transactions, reduced manual interventions, reciprocal improvements in customer satisfaction and revenue assurance for non-funded income.
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