The Challenge

American Express must resolve disputes between foreign cardmembers and domestic service establishments. Their established procedure was a time consuming manual process that took 15 minutes per case. Vitaver & Associates Inc. was retained to create a web-based system to automate the manual functions.

The Problem

• There was no automated application that would significantly reduce the time required to resolve any disputes between foreign cardmembers and domestic service establishments;
• There was no comprehensive mechanism to download the information, unzip and convert the documents, create and work the cases, and compile the results for upload.

The Solution

Vitaver & Associates created an application that uses a standard format to send information back and forth, an SQL 7.0 database to house the information, and automated tasks to do the following:

• Download case information;
• Unzip and convert documents;
• Create and work the cases;
• Compile the results payment.

The Vitaver Difference

Vitaver & Associates, Inc. provided a solution that accomplishes the following:

• Reduces the time to create a case from 15 minutes to 7 seconds;
• Completes case resolution in less time;
• Provides cost savings per year of $11 million;
• Enables measurement of analyst speed and efficiency.