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Case Study

TD Visa: Increase Resolutions Speed by 70% by Optimizing for Credit Card Service Excellence

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Grow the Card Business 50%

TD Financial Group’s Visa card business has grown its portfolio of accounts by 50% over the past two years and plans to continue aggressive growth in both domestic and international markets.

Business Goals:

  • Accelerate card growth internationally and domestically
  • One touch customer service resolution
  • Improvement in service excellence
  • Lower costs thru streamlined operations

Results:

  • 70% speed increase in requests involving back office
  • 30% straight through processing in dispute cases
  • Back office reduced 50% for disputes - staff redeployed
  • 95% reduction IT costs for bi-annual Visa compliance updates
  • All while growing the business at 50%

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