Darren Hart - CIO of Alpha Cards explains payment processing challenges within the Financial Services and how BPMS helped them to address them.

1. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Legislation to Digitization
Meeting Fresh Challenges in Payment Processing
Alpha Card | Darren Hart

2. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
WHO ARE ALPHA CARD?

3. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
1998 2001 2008 2009 2011
Alpha
Card
created
Incorpora
tion of
Merchant
Services
Acquisit
ion of
BCC
Corporat
Acquisi
tion of
MCKA
Integration
of American
Express
Servicing
 A stand alone card issuing and acquiring business for American Express, VISA and
Mastercard in the Belgium and Luxembourg markets
 Established in 1998 as a joint venture between American Express and BNP Paribas
Fortis
 The sole distributor of American Express in our markets
 Approximately 400,000 consumer, corporate and merchant customers
250 employees based in Brussels

4. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What are the key
challenges we are facing
as a payment processor?

5. Caps on the fees we are able to charge for
transactions for specific consumer product
types
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Interchange
Many products will instantly
become loss making when the
legislation is implemented on 9th
December 2015

6. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
UBO/KYC
A remediation exercise is required for
a significant portion of our customer
base
Historically the organization hasn’t
collected all the appropriate
identification information from our
customers and didn’t keep it up to date.
This is now a regulatory requirement.

7. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
A high Cost to Income ratio
inconsistent with Shareholder
expectations
Scale
As a standalone payment processor we
have the same requirements for core
service support as any larger
organization (Legal, Compliance, IT, HR,
etc)

8. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Operational Efficiency
Inconsistent Cross Brand Customer
Service and confusion around processes.
No Single Customer View.
Alpha Card was formed by acquisition, as
a result still has duplicated and
different processes for different
brands.

9. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Why Bizagi?

10. From design to automation and
deployment,
Bizagi Suite supports the complete BPM
lifecycle
to make continuous improvement a
reality
Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015

11. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
How did we use Bizagi to
address some of these
Challenges?

12. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Interchange
Automation & Alignment of the Application Process for all
Products (5 months)
40% Reduction in Cost of
Acquisition
(offsetting some of the fee
loss)

13. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
UBO/KYC
Creation of a Single Customer View
Automation of the Identification Capture Process
30% Reduction in Remediation Volume.
Estimated 60% Reduction in
Remediation time down from 5 years to
2!

14. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Scale
Reduction in Compliance & Credit Risk time when supporting New
Applications
Support costs reduced by
10%

15. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Operational Efficiency
The Single Version of Truth
A BPM layer over multiple existing systems
Consistency in Customer
Service & Better Single Call
Resolution.

16. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What were the key
learnings from this
Alliance?

17. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Build Internal Skills as early as possible to simplify
support & Manage small enhancement
Ensure Initiatives are sponsored by Operational Leads
for Successful Implementation
Allocate sufficient time to defining process before
building them. Simplistic tools may tempt you to
bypass this phase, but causes significant re-work!

18. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
What’s next?

19. Bizagi 2015© | Alpha Card | Gartner IT Symposium Xpo Barcelona 2015
Integration of our direct sales and web channels into
the application process
Further automation to reduce the UBO / KYC timeline
through web automation
Incorporation of merchants into the Single Customer
View
Automation of re-keying required between some Legacy
Systems
Implementing the rest of the Operational ‘wish list’

20. Start your BPM journey today…
www.Bizagi.com
www.linkedin.com/company/bizagi
www.twitter.com/bizagi
Darren Hart | Bizagi: marketing@bizagi.comContact speaker:
| #BizagiLive
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