Credit Card Issuer Leverages Foxtrot Consulting Services to Provide Exceptional Customer Service

Written by Richard Milam, Director of Business Development

They’re one of the largest card issuers in the United States and if we dropped the name, you would not only know them but you would likely have one of their cards in your wallet.

So, with all of their financial and technical resources, why would they need Foxtrot Consulting?  That’s a good question so let’s take a few minutes and explore it.  First of all, they probably didn’t need our services but as a firm whose core values include serving the customer well, opportunities arise that if addressed promptly put them ahead of the service “power curve.”   So, being aware of the advanced capabilities of Foxtrot technology they reached out to EnableSoft to give them some “lift.”

What opportunities?  That’s another good question.

For one, they had an opportunity to better serve customers who were also members of an automobile club.  They needed the User Defined Field (UDF) in the account record of their main business application to have updated club numbers and, only having a list of club numbers by zip code they looked to our Foxtrot Certified Professional (FCP) for assistance.  Using Access tables the FCP cross referenced the club numbers to the accounts (use zip codes as the key) and then provided Foxtrot script to update the UDF on the core application.  With the initial problem being addressed in a “batch” mode our FCP developed a “lights out” nightly update function so that new records would be kept up to date.

Another great example is enabling enhanced error handling in Foxtrot.  Since it is possible to get a lot done with very little training in Foxtrot and often the alternative is grueling and error prone manual data entry, often times Foxtrot users settle for high error rates in Foxtrot batch runs due to exceptions presented during the update (e.g. “Hit Enter again if you really want to post this transaction as it exceeds this customers limit”) when a little advanced scripting would reduce the errors to nil.  During an emergency reposting of 2,700 transactions, our FCP was called in to enhance the Foxtrot Script error handling and what would usually require 40% of the transactions to be reviewed manually was dramatically reduced to 2%!

Because they had left over hours from the blocks previously purchased, our FCP was able to respond quickly and helped our client better serve their customer.  

There are many other examples but we hope we have illustrated how Foxtrot Consulting Services has been a “net gain” for this leading credit card issuer and electronic payment services company.

To find out more, please email support@enablesoft.com.

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