Case Study: Strategic Payments Services achieves transaction-level visibility and maintains customer service-level goals with ACI Worldwide's Prognosis

Sps Maintains Customer Service-Level Goals with Prognosis for Postilion

Strategic Payments Services (SPS), one of Australia’s fastest‑growing electronic payment providers, was struggling to meet its service‑level goals because its Postilion switch monitoring lacked transaction‑level visibility. Without the ability to track individual ISO 8583 fields, issuer and response codes or real‑time transaction data, support teams remained reactive—issues affecting thousands of transactions per hour could go unnoticed until customers complained. SPS engaged ACI Worldwide’s Prognosis Realtime Framework Manager to add deep, transaction‑level monitoring to their Postilion environment.

ACI Worldwide’s Prognosis gave SPS real‑time dashboards, SNMP‑based thresholds, and root‑cause analysis across system metrics and detailed transaction fields (BIN, issuer, response code, device, amount). The implementation let SPS pinpoint and isolate problems quickly, shift from reactive to proactive incident management (notifying partners before failures escalated), and validate SLAs with on‑demand historical reporting—improving troubleshooting efficiency and overall service reliability.

Strategic Payments Services

Henry Wright

Senior Business Analyst