Case Study: Leading Credit Card Company achieves automated, streamlined case management with MetricStream

Leading Credit Card Company Automates and Streamlines its Case Management Processes

A leading U.S. credit card company struggled with slow, error-prone case management: teams relied on spreadsheets, emails, and multiple siloed systems to track IT incidents, customer and employee complaints, and regulatory issues, leaving stakeholders and parent leadership with limited visibility and little ability to track cases end-to-end. The manual processes caused duplication, delays in closure, and inconsistent reporting, prompting a need for a scalable, automated solution.

The company deployed the MetricStream Case Management App on the MetricStream GRC Cloud to centralize case data and automate the full lifecycle—creation, routing, investigation, remediation, closure, and reporting. The cloud solution handles 300+ cases per month, provides real-time dashboards and audit trails, reduces manual effort, improves collaboration across silos, enhances regulatory compliance, and gives leadership enterprise-wide visibility into case status and risks.