municipality

Story

Municipality expressed a desire to reduce operating costs without compromising the client experience during our discovery meeting with the City Manager and CFO.

 

The operations consultant team mapped out the client’s ecosystem. It implemented the following changes to increase productivity, reduce security threats, improve customer service, and reduce operating expenses throughout the Municipality.

How we helped

We then negotiated with several payment processors, including the one our client was using. We then presented the top three pricing models for final approval. 

Secondly, we utilized our clients’ existing software for recurring payments so that the credit cards were automatically debited monthly. Additionally, we utilized our account updater platform so that expired credit cards could be updated without the customer having to be contacted.

The interchange was then optimized based on the transaction type. In addition, we have implemented a new virtual terminal platform that revenue department employees in the City will be able to access for a one-touch customer experience. The d4g terminals were then deployed to customer-facing departments.

The departments we worked closely with.

Parks, Tax, Sports & Recreation, Facilities Rentals, Garbage and Recycling, Library, Parking Tickets, Permits,

Pet License, Water Billing, Wedding Services & Chapel, City Manager, and the Senior Management Team.

The senior management team was a pleasure to work with. By meeting and achieving the City’s objectives for cost reduction without compromising client services,

Overall, this newly upgraded platform provides senior management with detailed reports and employee management, increasing productivity, increasing revenue, and, most importantly, increasing customer satisfaction. At the same time, operating costs are reduced.

Result

Avrage Monthly CreditCard Valume: $1,200,000 USD

Annual processing valume: $14,400,000 USD

  • Annual saving $43,441 USD
  • NO rate increase since 2020!
  • Reduced chargebacks by 78%

What we learned?

Over the past 24 month, online payment processing have increased by 800% due to the COVID19, which is created a fantastic opportunity for retailers. However, in the past 24 months, we have noticed fraudulent online credit card transactions have increased by 48%.

Online businesses tend to pay a higher rate because of the type of transaction they are receiving, which is known as CNP or Online transaction. There is also more risk associated with card not present transactions, which can threaten any online business.

Online businesses stay with their processor by average of two years more than any other industry because of the complexity and cost of integration and chance of downtime for the operation. This also results in a higher processing fee paid by the merchant.