Honoring service level agreements has become a tough slog for many payment processors and ATM self-service network providers. Not because they are”slacking” in the delivery of their services – if anything, most IT and ATM Operations teams would say they are working harder than ever before to deliver the best end-customer experience possible. The reality is that maintaining service reliability is becoming more time consuming, resource intensive and expensive than ever before.
Think about why:
- Resolving problems with “deep dive” network and application performance management tool sets often means piecing together fragmented data gathered from component-based application logs, network sniffers & trace technologies
- Each department (and each partner) has their own set of tools and performance metrics they like to use
- There is still a heavy reliance on customers reporting in service issues, meaning you have to wait for problems to happen again, or be “recreated”
- Lack of visibility into things that are “out of your control,” such as outsourced services, EFT networks and back-end banking connections made it tough to guarantee transaction completion
When you consider these factors, you start to get a feeling of the time and resources it could take to get to the root cause of a performance issue impacting service levels. Add in the growing data volumes and complexity of more payment channels, multi-vendor services, web or cloud-based applications and distributed infrastructures, and guaranteeing the response times of a bank or merchant retailer’s critical payment transactions really becomes a nightmare.
E-Global provides switching and card processing services for large merchant retailers and major banks in Mexico, including BBVA Bancomer and Citibank’s Banamex Mexico. The Company has shown a commitment to the success of its banking and merchant retail customers by providing innovative and reliable payment processing solutions.
Facing rapid business expansion, E-Global needed a way to quickly and easily scale business transaction management capabilities to cover a growing number of merchant locations, multiple switches, back-end banking connections, EFT networks, payment applications and protocol variants. They needed to reliably process more than 100 million transactions per month and manage their growing volume of point of sale, ATM, e-commerce and mobile phone transactions. They turned to the INETCO Insight business transaction management software solution.
“INETCO Insight will help E-Global deliver a competitive edge to banks through highly efficient technology”, says Arturo López, CIO from E-Global. “Instant access to intelligence on all of our transaction messages AND our bank and merchant connections will lead to faster problem isolation and improved customer reliability without our IT team having to spend hours correlating fragmented data gathered from multiple platforms, monitoring tools and applications.”
The INETCO Insight solution enabled E-Global to view the performance profile of every transaction path within their complex payments environment, without deploying agents, code changes or transaction tagging. E-Global can use INETCO Insight to alert to connection issues in real-time, and provide the detailed transaction intelligence needed to quickly isolate performance irregularities such as too many transaction rejections from one of the banks, or unusually slow transaction response times.
With INETCO Insight, E-Global has found they can remain fully compliant with their service level contracts and ensure that all transaction response times remain under two seconds – without a major drain on time, resources, or IT dollars.