From manual processes to automated risk management: how Worldline transformed scheme compliance with Kajo
Worldline, a leading player in the payments industry, faced a massive challenge: managing compliance across multiple schemes such as Visa, MasterCard, JCB, Discover/Diners Bancontact and UnionPay, with over 150 publications each month. Each publication resulted in a cascade of tasks that had to be manually assigned and managed. This manual process was neither sustainable nor efficient and often led to missed opportunities.
“We were manually downloading publications, storing them on drives, and then sharing them in Excel,” recalls Martin Barendregt, Scheme License Manager at Worldline. “It was time-consuming. We’d pass information around, but we didn’t always know if the tasks were being actioned. It was a reactive system that left us exposed to risks.”
As Worldline grew, the complexity of managing compliance across multiple schemes became increasingly difficult. With the potential for penalties, fines, or missed opportunities, the company needed a solution that could handle the volume of publications while giving them control over the compliance process.
“We were managing a huge volume of publications and tasks, and it was becoming more difficult to stay ahead of the game,” says Miranda Rodigas, Head of Scheme Management at Worldline. “The old system wasn’t just inefficient, it was risky. We couldn’t afford to continue like that, so we decided it was time for a change.”
From manual, disjointed processes to proactive risk management
Worldline’s old approach relied heavily on manual processes. With hundreds of publications each month, managing compliance was not only labour intensive but also reactive. The team didn’t have clear visibility into statuses, and there was no way to track progress in real time. This created the potential for non-compliance and missed deadlines, which could lead to costly fines or service disruptions.
What Worldline needed was a solution that could simplify this process, automate task assignments, and provide clear visibility into the status of every compliance mandate. This led them to Kajo, our scheme compliance management solution that centralises publications, automates assignments, and provides full visibility into the scheme compliance process. With Kajo, Worldline made a seamless transition from a fragmented, manual process to a fully integrated, digital platform.
The centralised aspect played a crucial role in the transformation: Worldline no longer needed to manually manage or store documents.
“For many people in the organisation, this was a game-changer. We don’t need to connect directly to the schemes to access the information ourselves. Kajo makes everything available and up-to-date, without the need for manual intervention,” says Miranda.
Kajo’s automated assignment feature was another key benefit. Instead of manually distributing bulletins via email, the relevant owners are now automatically notified of relevant updates that impact their domain. This has made the entire process much faster and more reliable.
“Before, we spent hours trying to track down the right information and distributing it manually. Now, everything is automated and updated daily,” says Martin. “We’ve cut out the manual work and can focus on the tasks that truly matter.”
Proactive compliance and significant risk reduction
With Kajo in place, Worldline shifted from a reactive to a proactive compliance management model. Instead of waiting for issues to arise, the team could now stay ahead of potential risks. The ability to track updates in real time and get instant feedback has made it possible to address compliance issues before they escalate into bigger problems.
“We now have full insight into the status of all mandates and related tasks, which allows us to proactively steer compliance,” says Miranda. “Instead of waiting for issues to arise, we can act early to avoid penalties or fines. We can even track and report on status, which was something we couldn’t do before.”
This digital approach has also led to cost savings. By staying ahead of compliance requirements, Worldline has been able to avoid penalties and fines that could have resulted from missed deadlines or overlooked publications.
“The best part is that we’re in full control now,” says Martin.
“We’ve reduced the risk of compliance issues and saved on costs that we would have otherwise incurred due to non-compliance. Plus, we can now invest our time in more strategic activities that bring real value to the company.”
Empowering teams to focus on expertise
Maybe the most rewarding outcome of this transformation has been the ability to free up the team to focus on higher-level, strategic work. By automating the tedious, time-consuming aspects of compliance management, Worldline has given their team the time and resources to dive deeper into the issues that require their expertise.
“The automation of schemes updates distribution has allowed us to spend more time on high-value work,” says Martin. “We’re no longer bogged down by repetitive and manual tasks. We can focus on strategic decisions and proactive compliance management, which ultimately improves our productivity.”
Worldline’s journey with Kajo is a great example of how adopting the right technology can transform a complex compliance process. By automating key tasks, centralising publications, and providing real-time visibility, Worldline has improved operational efficiency, reduced costs, and gained greater control over its compliance efforts.
“The transformation has been incredible,” says Miranda Rodigas, Head of Scheme Management at Worldline. “With Kajo, everything is in one place, publications are automatically made available, and tasks are assigned based on our specific configuration. It has eliminated the need for manual downloads and updates, and we can track progress every day.”
“We’ve gone from managing compliance reactively to proactively steering it with full insights,” says Martin. “This shift has not only improved our compliance but also allowed us to focus on what really matters: delivering value to our clients.”
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