Operations Excellence

Achieving operations excellence is a journey of constant improvement with a focus on value creation.

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Operations Excellence

Enabling business transformation by integrating strategy, process, technology, and data to improve customer experience and operational performance.

As changing market dynamics and unprecedented challenges continues to put stress on organizations to do more with less, companies need to prepare for sustainable operation. Whether it’s transforming an organization’s DNA to a world-class customer centric strategy, enhancing internal systems, or improving operational processes, ePAY is well positioned to help evaluate the business justification and develop a viable path forward.

We leverage a collaborative and hypothesis driven approach to develop transformative solutions and operational processes that creates customer value. As a result, changes are applied immediately and methodically to improve top line performance, colleague, and customer experience.

Operations Excellence Approach

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Discovery and alignment workshops

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Data validation and opportunity identification

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Roadmap development and execution

Recent Engagements
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Operations Assessment

  • Evaluated the existing customer service strategy and business case justification to shift to a digital servicing strategy for a major payments company.
  • Conducted gap assessments of major functions across the merchant acquiring account lifecycle and developed an execution roadmap for multiple leading ISOs/ISVs.
  • Conducted end-to-end process review and developed an operational excellence framework for a large card issuer.
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Attrition Management

  • Performed a data driven and business practice analysis and developed recommendations to improve attrition impact across the customer account lifecycle for multiple Acquirers, ISOs/ISVs.
  • Designed and implemented a proactive retention pilot program for a top 5 acquirer.
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Transformation Strategy

  • Developed a functional design documentation of a financial systems transformation for a top 5 payments company.
  • Validated the customer value proposition and economics of all core processing capabilities, conducted prioritization and developed roadmap for a major merchant acquirer and payments processor.