Case Study: Jack Henry & Associates achieves improved customer service reliability with INETCO Insight (INETCO)

Enhancing customer service reliability with INETCO Insight

Jack Henry & Associates (JHA) Payment Processing Solutions, a provider of payment and EFT services to over 11,300 financial customers, faced growing transaction volumes, multiple switch platforms and increasing system complexity that raised the risk of ATM/POS service disruptions. Legacy tracing processes required multiple teams and customer involvement, making it slow and costly to identify timeouts and transaction problems in real time.

JHA implemented INETCO Insight, a real-time transaction monitoring and analytics platform that provides a single, transaction-level view across applications, networks and terminals, with configurable alerts and drill-down for rapid isolation of bottlenecks. The result: faster problem resolution and improved first-call resolution rates, reduced manual intervention and engineering costs, smoother customer migrations, and the ability to expand the customer base without increasing service disruption risk.

Jack Henry & Associates

Aaron Blevins

Senior Director of Technology Services