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www.inetco.comA collectionof our favorite 	customercase studies
Every transaction tells a story™.Play the leading role with INETCO Insight®.INETCO Insight® is the only lightweight applic...
How payment processor FidelityNational Information Services (FIS)decreases mean time to repair by 50%with transaction-leve...
How merchant acquirer MonerisSolutions uses transaction profiling toimprove customer service reliabilityThe ProblemGrowing...
How North Shore Credit Unionmitigated risk during core bankingsystem conversion…and beyondThe ProblemNSCU needed to integr...
How Travelex grew their businesswithout growing their operationscostsThe ProblemTravelex wants to expand ATM, POS and E-co...
How Telecom New Zealand ensuresbilling accuracy through transactionintelligenceThe ProblemTelecom New Zealand’s Gen-i busi...
How Customers ATM usestransaction monitoring to manageone in five ATMs in AustraliaThe ProblemAs Customers ATM expands int...
How Transaction network servicescanada, inc. (formerly Calypso Canada)uses transaction analytics to increasetheir revenue ...
How Jack Henry improved their firstcall resolution rates with businesstransaction managementThe ProblemJHA wants to contin...
How Open Solutions monitors eightunique EFT channels in one viewThe ProblemOpen Solutions needs to monitor financial trans...
How [your company] adoptS INETCOInsight as a part of their APM strategy...The Problem[Your company] requires an affordable...
...AND, the saga continues withINETCO Insight 5!Finally it’s here - transaction profiling software that is fast to deploy,...
About INETCOINETCO® Systems Limited provides business transaction management software and communicationsgateway products f...
INETCO Systems Ltd. #258 – 4664 Lougheed Highway Burnaby, BC V5C 5T5 Canada www.inetco.comTWITTER @INETCOInsight LinkedIn ...
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  1. 1. www.inetco.comA collectionof our favorite customercase studies
  2. 2. Every transaction tells a story™.Play the leading role with INETCO Insight®.INETCO Insight® is the only lightweight application performance monitoring solution to deliver real-time transactionprofiling, application performance analytics and end-user experience monitoring all within a single product.INETCO Insight exposes the roots of every business transaction, correlating network response times and payloadinformation across multiple application services within on-premise, third party, and cloud-based infrastructures.Unlike many transaction profiling solutions that require a lot of overhead and complexity, INETCO Insight capturesintelligence at the network level without requiring the use of agents, code changes or transaction tagging.WithINETCO Insight, isolate performance issues faster, improve end-user experience, and live happily ever after.www.inetco.comTo view our favorite case studies online, visit: www.inetco.com/resource-library/insight-case-studies/
  3. 3. How payment processor FidelityNational Information Services (FIS)decreases mean time to repair by 50%with transaction-level monitoringThe ProblemEnd-to-end payment processing solutions are getting tougher for FIS to managedue to global mergers, expanding payment channels and new service applications.INETCO Insight enables FIS to:»» Streamline network and application performance management tools, expeditingthe diagnosis of performance issues systems-wide (decreased MTTR by 50%)»» Reduce the number of incomplete transaction settlements and “extra day” pre-authorization holds placed on end-customer accounts»» Decrease support costs and in-bound customer complaints by forwardingreal-time transaction performance alerts to Gasper Vantage ATM managementsystem and eliminating dependence on internal developer groups for networkand application performance intelligence“…With INETCO Insight, theEFT Network and Operationsteams can monitor acustomer’s entire end-to-end FIS solution, includingnetwork performanceand the host processingapplications’ performance,and isolate issues affectingany transaction in a matterof seconds.”Neil Cook, Director of EFTTechnology at FIS
  4. 4. How merchant acquirer MonerisSolutions uses transaction profiling toimprove customer service reliabilityThe ProblemGrowing transaction volumes and service level expectations mean MonerisSolutions has to work closer with partners to maintain consistent servicedelivery and control outages.INETCO Insight enables Moneris SOLUTIONS to:»» Continuously monitor the performance of payment applications within350,000 merchant locations and identify payment devices that are notconfigured properly»» Improve operational efficiency by quickly isolating whether issues are occurringwithin data centers, third party service providers, or shared virtual environments»» Improve customer reliability, honor service level agreements, and ensure everytransaction is completed in a timely fashion – without having to deploy agents,tag transactions or touch the switch“INETCO Insight is theonly tool out there thatbrings real-time network,application and transactionintelligence together intoone location. Sharingthis tool with our servicepartners, such as theRoyal Bank of Canada, hasgreatly expedited problemresolution.”Kin Lee-Yow, GENERAL MANAGERGateway Services at MonerisSolutions
  5. 5. How North Shore Credit Unionmitigated risk during core bankingsystem conversion…and beyondThe ProblemNSCU needed to integrate a new banking platform into real-time ATM and POSenvironments without service disruption, and provide ongoing management oftheir payment transaction channels.INETCO Insight enables North Shore CreditUnion to:»» Mitigate the risk of service disruption and meet Interac regulatory compliancewith real-time transaction alerting on response times, declines, and failure rates»» Continuously monitor transaction performance across all ATM, POS and Internetpayment channels during and after the roll-out of their new core banking system»» Verify the performance of all payment system components, without spendingsignificant time and money on IT and 3rd party partnership management($100,000+ savings per year in staffing resources)“…Managing an online, 24/7banking application hashuge implications on ourcustomers. INETCO Insightgives us constant assurancethat we are up and running,alerting us to issues whenthey arise so we can resolvethem quickly before anyimpact is felt.”Peter Chau, Managerof Business TechnologyInfrastructure for NSCU
  6. 6. How Travelex grew their businesswithout growing their operationscostsThe ProblemTravelex wants to expand ATM, POS and E-commerce international moneytransfer and remittance programs without growing operational costs or riskingPCI and Visa compliancy.INETCO Insight enables Travelex to:»» Anticipate customer service and Interchange partner link issues by monitoringswitch capacity, transaction decline rates, failure rates and response rates»» Improve staff productivity and decrease payment network downtime throughquicker isolation of root cause issues»» Meet PCI and Visa compliance Visa by ensuring card-sensitive data remainsencrypted throughout the problem resolution process “INETCO Insight givesme an instant snapshotof all transaction delaysoccurring with client banksand merchant customers,across our entire transactionprocessing environment. Ican now direct resourcestowards fixing identifiednetwork and applicationissues instead of spendingdays trying to manually pullinformation together.”Mark Wingrave, Card and MobilePayments - Travelex
  7. 7. How Telecom New Zealand ensuresbilling accuracy through transactionintelligenceThe ProblemTelecom New Zealand’s Gen-i business unit needs to gain real-time accessto transaction intelligence without touching the Payment EFTPOS network orEFTPOS New Zealand switch.INETCO Insight enables Telecom New Zealand to:»» Capture transaction intelligence to improve billing accuracy by verifyingtransaction volumes and types by customer – without having to deploy agents,tag transactions or touch the payments switch»» Mitigate the risk associated with moving customers from traditional dial-to-IPservices to newer Digital EFTPOS and Internet-based services»» Gain access to transaction intelligence data for real-time alerting, incidentreporting and transaction audit purposes“With INETCO Insight, wewere able to see immediateimprovements in our billingaccuracy, with the numberof “unknown” transactionsdecreasing by over 90%. Interms of capital projects,these billing improvementsresulted in INETCO Insightbeing my best paybackproject for 2010.”Brian Shackleton,SLM Rural&Transactions,ICT Services –Telecom New Zealand
  8. 8. How Customers ATM usestransaction monitoring to manageone in five ATMs in AustraliaThe ProblemAs Customers ATM expands into the financial ATM market, they need todifferentiate service offerings and deliver the most stable network inAustralia.The INETCO Insight enables Customers ATM to:»» Holistically monitor the performance of their new payments switch, the ATMnetwork, and over 5700 individual ATMs»» Provide value added services by reporting on the performance of paymenttransactions at a customer-level»» Easily scale monitoring capabilities to meet growing transaction volumesand speeds up deployments into complex ATM environments“The detailed, real-timetransaction intelligence wecapture with INETCO Insight isa key differentiator between usand our competitors. Proactiveisolation of network-, switch-, orATM- related issues that impactthe completion of paymenttransactions means morereliable revenue generation forour customers.”Clint Walker, COO at Customers ATM
  9. 9. How Transaction network servicescanada, inc. (formerly Calypso Canada)uses transaction analytics to increasetheir revenue per transactionThe ProblemTNSi is striving to decrease per transaction processing costs, while stillguaranteeing consistent service reliability across all ATMs.INETCO Insight enables TNSi to:»» Reduce fixed transaction costs by an average of 1.5% through optimizedtransaction routing, switch and ATM performance; adjusted rate of callmanagement transactions; and reduced number of unprofitable transactions»» Achieve 100% ROI in less than 8 months through faster isolation oftransaction slowdowns, outages and anomalies (55% reduction in MTTR)»» 40-50% faster time to resolution of third party service and telco carrierissues“INETCO Insight has helpedus optimize our transactionprocessing environment andreduce fixed overhead costsby about 1.5%.This wasachieved through streamlinedtroubleshooting and meantime to repair processes,improved management of thirdparty service providers, andimplementation of cost savingspolicies resulting from in-depthtransaction analysis.”Larry Doucet, IT Manager,TNSi(formerly Calypso Canada)
  10. 10. How Jack Henry improved their firstcall resolution rates with businesstransaction managementThe ProblemJHA wants to continue providing first class service reliability, while achievinggreater operational efficiency in its expanding payment processing business.INETCO Insight enables JHA to:»» Continuously monitor ATM and POS transactions and speed up service roll-outs and banking platform migrations within complex ATM environments»» Improve first call resolution rates and eliminate the need for customers and3rd party service providers to re-create problems»» Decrease engineering and support costs through direct access totransaction data and a consolidated view into network, application andtransaction metrics“INETCO Insight supports ourgoal to continually enhancecustomer service, first callresolution rates and operatingefficiency.The product willhelp us streamline our supportprocesses and eliminate thehours spent troubleshootingand piecing together fragmentedinformation gathered from our in-bound customer calls, deep divemonitoring tools, command linetraces and transaction logs.”Larry Fitch, Operations Manager forthe jhaPassPort EFT Solutions Group
  11. 11. How Open Solutions monitors eightunique EFT channels in one viewThe ProblemOpen Solutions needs to monitor financial transaction quality in a waythat does not impact customers or add to the complexity of their growingIT infrastructure.INETCO Insight enables Open Solutions to:»» Passively monitor 8 EFT channels without adding complexity to their ITinfrastructure – no agents, transaction tagging, or code changes required.»» Easily extend transaction monitoring to include new customers, financialtransaction message types and EFT network protocols»» Achieve cost savings through optimized transaction routing, decreasedMTTR and automated transaction intelligence gathering processes“Transactions that fail, slow down,queue up, or hit a bottleneck willimpact Open Solutions’ businessin significant ways.The risk ofservice disruption can result inincomplete customer transactionsand revenue losses.We wouldrecommend that INETCO Insightbecome a strategic investment forany enterprise since it sits at theheart of IT management.”Pat Cridge, Senior Manager ofOperations - Open Solutions Canada
  12. 12. How [your company] adoptS INETCOInsight as a part of their APM strategy...The Problem[Your company] requires an affordable, easy to deploy business transactionmanagement (BTM) solution that makes accessing critical application andtransaction performance data simple.INETCO Insight enables [your company] to:»» Achieve the most comprehensive view into high performance applicationenvironments and end-to-end transaction paths available today – without agents,code changes or transaction tagging»» Quickly isolate the root cause of transaction performance issues with easy access tonetwork response times and payload information for multiple application serviceslocated within on-premise,third party,virtual and web-based environments such assoftware-as-a-service, mobile and cloud infrastructures»» Improve service reliability and optimize the performance of all your criticalapplications and networks“INETCO Insight is anaffordable, lightweightapproach to businesstransaction management,making it easy for IToperations and applicationssupport teams to adoptthis critical dimension ofapplication performancemonitoring (APM).”Bijan Sanii, CEO of INETCO...and liveShappily ever after
  13. 13. ...AND, the saga continues withINETCO Insight 5!Finally it’s here - transaction profiling software that is fast to deploy, easyto maintain and priced for the mainstream. Monitor any application.Deconstruct any transaction. Understand any message protocol. Gain allthe visibility into multiple networks, applications and web-based servicesyou need, with no extra overhead or agents required.“Transaction profiling is a powerful dimension of applicationperformance monitoring, but it hasn’t always been theeasiest technology to deploy and configure due to itsoverhead and complexity when dealing with multi-tieredapplications.A no-touch, network-based transaction profilingapproach overcomes some of these barriers, makingtransaction performance more easily accessible to abroader base of organizations.”Jonah Kowall, Research Director at Gartner Inc.and co-author of theApplication Performance Monitoring (APM) Magic Quadrant.
  14. 14. About INETCOINETCO® Systems Limited provides business transaction management software and communicationsgateway products for monitoring transactions and optimizing application performance within card processingand other complex transaction environments. INETCO Insight® is a light-weight solution that helps C-levelexecutives and IT operations improve customer service reliability and operational efficiency by capturing thegranular transaction intelligence and real-time performance metrics needed to speed up the isolation of issuesimpacting transaction performance. INETCO solutions are currently deployed by a number of fortune 500technology companies, payment processors, banks, retailers and telecommunications companies, in over 50different countries. For more information, go to: www.inetco.com
  15. 15. INETCO Systems Ltd. #258 – 4664 Lougheed Highway Burnaby, BC V5C 5T5 Canada www.inetco.comTWITTER @INETCOInsight LinkedIn www.linkedin.com/groupRegistration?gid=3179803YouTube www.youtube.com/user/tofinotofin Facebook www.facebook.com/INETCORead weekly posts on the INETCO BTM BLOG www.inetco.com/blogContact UsEmail: insight@inetco.comPhone: 604.451.1567FOLLOW US:Printed on 100% recycled content, 100% post-consumer waste, manufactured with wind-generated electricity and Green Seal certified© Copyright 2011, INETCO Systems Ltd.All Rights Reserved. INETCO, INETCO Insight, the INETCO logo, the INETCO Insight logo, the POSway logo, the BankLink logo, and “Every transaction tells a story”tagline are trademarks or registered trademarks of INETCO Systems Ltd.All other trademarks are the property of their respective owners.

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