Discover the Effortless & Speedy Integration with a SaaS Chargeback Product — Amiko

Viseca’s goal is to provide best in class services for partner banks.

One of the essential services that Viseca is offering to its partner banks is back-office operations, from customer service to fraud and chargeback handling. What is critical for Viseca is to bring efficiency and excellence to these operational processes to provide best in class services to their partner banks.

Fraud and chargeback handling is becoming more and more challenging.

Fraud and chargebacks handling are among the core back-office operations, often neglected when it comes to innovation. Chargeback is one of the fundamental payment processes established by payment networks like Mastercard, Visa, and Amex to protect cardholders in cases of fraud or when there is a problem with the merchant fulfilment of the cardholder’s purchase.

It is becoming more and more difficult for issuers to process an increasing volume of chargebacks driven by the launch of e-commerce capable modern debit cards (Debit Mastercard, Visa Debit) and the overall increase in e-commerce transactions.

According to Nicolas Glück, Senior Risk Specialist at Viseca Payment Services SA, it was nearly impossible to improve the chargeback process with their previous application. He added, “the application was not being further developed and optimized according to our needs, which is no longer in line with today’s requirements in the digital age”.

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Modern SaaS solutions help to bring continuous improvements to the chargeback process.

“When looking for a replacement for our existing application, what made us decide for amiko and Rivero as a partner was the trustworthy, creative and engaging relationship that we experienced with Rivero early on. We were actively involved in prioritising functionalities and features that add the most efficiency to our process. The Rivero team was very supportive and flexible to take our needs and priorities into consideration and involve us in such discussions from day one,” Nicolas Glück said.

“Two main factors tipped us in favour of amiko. Firstly, amiko, as a SaaS solution, does not require management and maintenance on our side nor does it require integration with our payment processor. Secondly, having a SaaS solution updated regularly with new features and functions without any effort on our side is completely new in the chargeback world. We realised that such a SaaS solution not only reduces efforts on our side but also removes the need for typical lengthy and costly change requests that we were used to”. Patrick Dessouslavy, Head Operations Risk Management at Viseca Payment Services SA

From an integration point of view, Thomas Herzog, Senior Program and Project Manager at Viseca Payment Services SA, said: “It was the easiest project I have had so far, which is not very typical in our domain. The Rivero team is well-informed about our business and our needs; the project materials and documents were well-prepared. I have never had the experience of having all documentation and information needed to start a project, and that made it very easy for us”. He added that “usually, if you are working with providers of software/SaaS solutions, the technical documentation is available but typically what you don’t have, is the business view. However, in this project, Rivero provided us early on with the business documents and information that was very helpful for us to do our part internally”.

Riccardo Botti, IT Project Manager at Viseca Payment Services SA, added that “getting amiko up and running on the IT side went very smooth and with minimal effort on our side. The solution architecture is designed in such a way that it reduces the IT effort on the issuer side. All we needed to do was to set the configuration and spin-up one server with internet connectivity in our data centre”.

For Viseca, it was important that the launch goes smoothly and the team can get up to speed with amiko quickly. According to Fabio Sulzberger, Head Fraud Operations at Viseca Payment Services SA, “the go-live went very smoothly. The Rivero team was very responsive to resolve any small issues”. Nicolas Glück added, “we had never experienced such a level of communication and responsiveness. Whenever we reported a small issue, it was fixed on the same day or at the latest the next day”. Fabio Sulzberger continues, “everyone in my team is pleased working with amiko; they found the product efficient and user friendly, and they appreciate that they can communicate their wishes for new features and functionalities. Rivero has also been diligent in collecting the team’s feedback and suggestions and putting them on the product roadmap”.

Concerning the product roadmap and future features, Nicolas Glück says that “What I appreciate is that we have an excellent overview of the product roadmap. We know what features are being developed now and what is next on the roadmap, and we can communicate our priorities to Rivero.”

We do not stop in the back-office. The next step is cardholder self-servicing!

Continuous improvement is key to Viseca. “Our partnership with Rivero just started. As a next step, we are looking forward to launching self-servicing to our customers via Viseca’s strong digital channels, “one app” and “one portal”. I am personally very much looking forward to having automation as part of the chargeback handling process. That, together with the cardholder self-servicing, will bring much-needed efficiency to the process and change the chargeback world,” said Nicolas Glück.

“amiko has opened up new doors for us by enabling us to offer digital services in further operational domains, such as handling insurance claims”. Patrick Dessouslavy, Head Operations Risk Management, Viseca Payment Services SA.

Patrick Dessouslavy continues that with Rivero, Viseca will bring more innovative solutions and best-in-class services to their partner banks and their cardholders.

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