How BTM Helped Moneris Solutions Improve Customer Service Reliability 

For Moneris Solutions, one of North America’s largest providers of payment processing solutions, even during low volume times, a one minute outage can translate into more than 300 failed transactions for their merchant customers. Now take a figure such as that and scale it to the number of transactions you will see during peak holiday seasons and Black Friday.

For organizations with a lot riding on your ability to deliver reliable customer service in a cost effective manner, 24X7, your business success depends on both the reliability of the payment systems you provide, and your ability to work with back-end authorization, EFT networks and a variety of service partners to control outages and maintain seamless, reliable service delivery.

That’s why Moneris Solutions chose to make transaction-level monitoring software an integral part of their application performance management (APM) strategy.

According to Kin Lee-Yow, General Manager of Gateway Services & Director of Technology Infrastructure at Moneris Solutions, “With INETCO Insight, Moneris Solutions had gained the real-time visibility and historical transaction intelligence needed to deliver the best customer service possible to our growing merchant base. It is the only tool out there that brings real-time network, application and transaction intelligence together into one location. Sharing this tool with our service partner, the Royal Bank of Canada (RBC), has greatly expedited problem resolution and provided a way for us to work together and analyze the performance of every payment transaction.”

Deployed within the production, test and back-up environments of all Moneris Solutions data centers, INETCO Insight now monitors the performance of over three billion credit, debit, wireless, online payment, electronic loyalty and stored-value gift card transactions annually.

To learn more, check out the Case Study available at:
http://www.inetco.com/blog/2011/11/moneris-uses-transaction-level-monitoring-to-prep-for-black-friday/

Hope you found this of interest.

Dan