Cash N Go - Leading the ISO industry in customer service reliability with INETCO Insight


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Date: May 2010
Type: Case Study
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Overview: Cash ‘N Go processes thousands of financial transactions for their customers each day, generated from a variety of rural communities and major city centers. Their core business is built on guaranteeing the continuous uptime and reliability of all their ATMs in a cost effective manner. Some of the operational challenges associated with efficiently running this growing, nation-wide ATM network include: * Managing the performance of rural community dial-up ATMs * Quickly isolating the source of payment transaction issues * Determining the transaction issue scope and assigning priority to open trouble tickets This case study details how INETCO Insight helped Cash N Go lead the ISO industry in: • Exceptional customer service reliability • Optimized business transaction management processes • Improved dial-up ATM uptime reliability • Significantly decreased transaction failure error rates • Reduced average Mean Time to Repair (MTTR) • Improved assignment and prioritization of trouble tickets • Quick isolation of root cause transaction issues Here’s what Cash N Go has to report: “INETCO Insight has helped Cash N Go mitigate customer service risk and differentiate itself from other ISO’s by enabling proactive management of our customer’s transaction environments. With visibility into the complete end-to-end payment transaction path, it is easy for us to quickly ascertain where the problem lies, and whose job it is to fix it.” - Angie Mercier, CFO - Cash N Go

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