Target Customer On-Boarding

Client Category: Financial Services


Situation Overview:

Credit card firm is spending millions of dollars annually to "on-board" merchants signing on to accept branded card as payment. High proportion of new merchants fail to activate, many others who do have very low charge volumes - resulting in poor returns on sales.


Pivotal Resources' Role & Solutions:

  • Support Provided: Process Redesign consulting and training
  • Analysis: Voice of Customer and sales data showed clear factors differentiating "high potential" and "low potential merchants.
  • Solution: Tailor "Welcome Packet" and other communication to merchant profile. Special emphasis on "high potentials" who fail to activate.


Results/Successes:

$2.6 million year one cost savings; improved activation and charge volume profits estimated at over $4 million in initial 18 months.