Analyzing & Monitoring Service Level Agreements for Payment Transactions
Customer Company Size
Large Corporate
Region
- Europe
Country
- Netherlands
Product
- ARIS Process Performance Manager (PPM)
- ARIS Business Optimizer
- ARIS Business Architect/Designer
Tech Stack
- Process Mining Engine
- Data Warehouse
- WYSIWYG Reporting Module
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Process Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Regulatory Compliance Monitoring
Services
- Data Science Services
- System Integration
About The Customer
Equens SE is one of Europe’s largest providers of payment services. With headquarters in Utrecht, the company leads the market in cutting-edge payments and card solutions and offers comprehensive, modular and competitive services. Equens processes around 10.6 billion payments and 4.6 billion card transactions annually for many banks from all over Europe—and those numbers are growing. The company is a reliable, powerful partner for many banks, providing economies of scale and a pan-European market presence. It focuses on outsourcing payment processing services to reduce costs and better focus on their core banking business.
The Challenge
Equens SE, one of Europe's largest providers of payment services, needed a way to provide proof of compliance with Service Level Agreements (SLAs) in payment processing to its customers. The company also wanted to utilize process measurements for internal analyses. The challenge was to monitor the SLAs without negatively impacting the operation of back-end systems. Additionally, Equens did not want to pursue a traditional data warehouse approach due to the several million transactions needing to be monitored every day.
The Solution
Equens SE implemented ARIS Process Performance Manager (PPM) to monitor the negotiated SLAs at the process level and provide evidence of their compliance. The SLA management focuses primarily on monitoring due dates and periods of time for transaction processing negotiated with customers as well as handling any incidents and disruptions. The company decided to consolidate the payment streams of the largest payment processing system at the order level and monitor a defined set of information in process instances in ARIS PPM. This reduces the volume of stored data by several orders of magnitude. The data for the SLA monitoring comes from Equens’ back-end systems (payment processing systems). The data extracts are made available at an order or transaction level, depending on the payment processing system providing it, so it can be stored partially compressed for historical analysis in ARIS PPM.
Operational Impact
Quantitative Benefit
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