Case Study: Visa Card Services achieves doubled customer-service efficiency and millions in savings with LANSA

LANSA Pays Off for VISA Card Services

International Card Services (ICS), a Fortis group company and the largest credit card issuer in the Benelux, needed to modernize customer-facing operations that were hampered by a mainframe card management system. The legacy system handled billing ok but relied on overnight batch reports, required multiple screens for simple tasks, lacked automation for disputed transactions and payment collections, and could not support fast, online customer or merchant inquiries.

ICS implemented a LANSA-based front office and web solutions (including the MOTOMAAT MOTO portal) to provide real-time inquiry, automated workflows, chargeback handling and integrated payment collection, while using LANSA Integrator to connect systems. The result was dramatically improved service and efficiency—online processing doubled customer service productivity, reduced required staff from about 80 to 40, eliminated manual fax rekeying for merchants, enabled instant authorizations, and saved the company millions of dollars while remaining easy to extend and maintain.

Visa Card Services

Dick de Graaf

IT manager