Case Study: Large Financial Services Group achieves faster root-cause identification of declined credit card transactions and improved customer experience with NETSCOUT nGeniusONE

nGeniusOne Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions

This large Asia-Pacific financial services group — a national provider of insurance, banking and investment services with hundreds of millions of customers and hundreds of thousands of employees and agents — faced a critical problem when merchants began reporting intermittent credit-card declines at point-of-sale terminals. With no network visibility, IT could not determine whether failures were true transaction errors or simple authorization issues, leaving the company exposed to lost revenue, poor customer experience and slow incident resolution.

The organization deployed NETSCOUT’s nGeniusONE platform with ASI and InfiniStream appliances to monitor and analyze card traffic, quickly isolating the root cause to inter-bank transaction issues. IT created alerts for declined transactions, enabling proactive escalation to the payment processor, faster root-cause analysis, reduced mean time to repair, improved end-user satisfaction and protection of revenue.