Case Studies

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Top 10 Credit Card Issuer

With the Merced Performance Suite solution, this Top 10 Credit Card Issuer is automating several key managerial activities including:

• Performance appraisals
• Incentive management
• Attendance tracking

Additionally, the credit issuer is using the Merced Performance Suite to align goals throughout the operation, standardize the measurement process across their operations, and streamline the flow of information. Results already recognized include:

• 3% reduction in Average Handle Time
• 20% reduction in adjustments without an increase in customer churn