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Transaction Junction – Gaining visibility into the end customer experience

Transaction Junction is a subsidiary of one of the largest providers of prepaid air time in the world – Blue Label Telecoms Limited (JSE:BLU). They focus on the provision of end-to-end transaction management solutions within South Africa and have operations in India and Mexico. Customers include the RCS Group, SPAR Group, National Lottery, Capitec Bank, Spark ATM Systems, TOTAL South Africa Petroleum, ShoeCity, Jumbo Cash & Carry, Woolworths, Franco Cecatto and Queue Shoes.

“The primary driver for the implementation of INETCO Insight was to provide an operational view of our transactional environment that reflected the customer’s experience. This is particularly true when system performance degrades as opposed to complete system failures. INETCO Insight allows us to easily adjust our view and sensitivity to proactively detect the onset of system degradation.” NEAL BRESLER, OPERATIONS AND SECURITY MANAGER FOR TRANSACTION JUNCTION

Challenges

Transaction Junction’s business is divided between electronic funds transfer (EFT) processing and switching, and their value added services (VAS) processing, which includes private label loyalty cards, closed loop credit cards, lotto ticketing, bill payment, prepaid electricity and prepaid mobile air time transactions.

As the VAS side of their business expands, Transaction Junction has put a far greater onus on monitoring the performance and availability of their service suppliers. Revenues accruing from product sales are quickly on the rise for many of their customers. If a supplier connection fails, it usually results in a direct loss and a very dissatisfied customer.

Solution

Transaction Junction chose INETCO Insight to gain deeper visibility into the end customer experience. IT operations, application support and help desk teams can now analyze real-time transaction performance by customers, third party service providers and authorization hosts. They can set up real-time alerts based on response codes and timing information to quickly understand what type of event is degrading the customer experience.

Alerts are also configured around specific elements contained in the application message, and include warnings of authorization host or switch connection time outs, message format errors, data base errors, network availability issues, cryptographic errors, and supplier offline or product not available scenarios – information that previously took hours of manual labour time, multiple tools and endless finger pointing exercises to access and piece together.

Results

INETCO Insight real-time transaction monitoring and analytics software has helped Transaction Junction:

  • Gain an operational view that reflects the customer experience
  • Proactively detect the onset of system degradation and improve customer service uptime
  • Speed up troubleshooting processes by bridging the gap between network and application information
  • Continuously monitor and alert on specific elements inside the application message
  • Improve visibility without having to deploy agents, extra traffic load or code changes