CAPITAL Corporate News

ACES product "trumps" the service quality objective for CAPITAL
October 8, 2004

SIOUX FALLS, SD, – CAPITAL Card Services (CAPITAL), a leader in portfolio management and card outsourcing solutions, today announced that it has completed the rollout of its customer service graphic user interface product.

With the implementation of ACES (Automated Client Empowerment System), CAPITAL dramatically improved its service capabilities by automating tasks that would otherwise have to be performed by hand such as 1) automatically transferring information between the host and a PC application 2) adding additional business logic such as asking the user to verify the cardholder’s address and telephone number before releasing information or 3) automating repetitive process steps. The bottom line is a more controlled operating environment and highly improved service quality as it relates to account management and maintenance.

"This system adds value by controlling the call center interactions with our client’s cardholders,” adds Jeff Aegerter, CAPITAL’s President and CEO. “We can ensure the consistent application of a client’s business rules in nearly 100% of all cardholder interactions.”

The ACES system has been deployed at both the company’s Sioux Falls and Brookings call centers locations.

" This is an exciting feature for our clients,” said Roni Wegner, Vice President of Development Services at CAPITAL. "ACES has shortened the learning curve for new staff training and provided an added save to our client’s host processing costs, reducing on-line access costs by as much as ten percent.”

CAPITAL was able to make a significant reduction in its client’s host processing costs because of the way ACES now accesses host information. The new front-end system requests only specific data elements necessary to handle a transaction, thereby eliminating redundant or repetitive information typically found in traditional host customer information service applications.