Manage Total Cost of Payments
RPGC not only audits Clients periodically to evaluate their TCOP but also defines and implements best practices for real-time visibility into the operational costs of fraud, payment acceptance and payment related customer service inquiries. Our strategic principles have become industry standard for leading global eCommerce merchants. During this process, RPGC not only performs a Best Practices Audit, but also works with merchants to define their ideal state in accordance with business and technical requirements. Aiming for superior customer experiences, RPGC teaches best practices to increase:
- Authorization rates
- Chargeback win rates
- Refund ratios
- Payments data visibility
- Payments data distribution to other internal stakeholders
- Map most effective MID structure
- Best Account Updater and recurring payments practices
- Current State Assessment
- Best Practice KPIs
- Target Operating Model
- Solutions & Recommendations to achieve the Target Operating Model
WHAT OUR CLIENTS SAY ABOUT US
Client Interview: Microsoft
Dan German, Director – Global Payment Provider Management
When did you work with RPGC?
While at Microsoft, I worked with RPGC between 2012-2013.
How long was the project?
Approximately 12 months
Would you describe the project that RPGC did for you?
We had gone through a recent platform consolidation and re-org. As a result needed a comprehensive strategy to establish processes, tools and methodologies to manage ongoing payment operations for Microsoft’s online commerce business for all of our products and services globally. We sell in 200+ markets to the full range of customers from consumers buying small-ticket digital goods (movies, music, games, IAP, etc) to high dollar ($100k) purchased for cloud services and advertising.
How would you describe your work experience with them?
I’ve worked with Rene in the past. He started by assessing what we had in place and then understanding our challenges and long-term objectives. He helped me co-author a Cost of Payment Strategy white paper that was distributed broadly here at Microsoft and has been the basis for many of our tactics that have been developed since. He was also very instrumental in kicking of a bank engagement project with the 1st few banks which has now expanded to 40+ of the largest banks in the world.
What results did you obtain through RPGC efforts?
From those recommendations, we were able to get the investments we needed to build a stellar payments analytics team. I’m proud to say we have some of the most advanced analytics capabilities I’ve ever seen. It helps being from Microsoft obviously but without that original direction, we probably would have been a bit more difficult. As a result we can focus on problems that and pinpoint opportunities for improvement. Our approval rates for 1X transactions have improved about 7% overall since we launched these tools and contributed hundreds of millions of incremental revenue. We have also made great progress on Cost of Payment lowering our costs through optimization initiatives, contract negotiations, establishing commercial redundancy and what I call “constant compete”.
Were your project goals met? On time? Within budget? As promised?
Our goals were pretty broadly defined. The initial effort was focused on an overall optimization strategy and I would say that was completed on time and within budget for what it’s worth. But we expanded the scope during the engagement.
How does RPGC compare with other consultants you’ve used?
I have 30 years of payment experience myself, so I frequently find that with other companies I end up training them. RPGC is flexible and was able to change course quickly. They have continued to answer inquiries and provide introductions well after the engagement was complete. Positive experience overall.
What are RPGC’s strengths and weaknesses?
Rene’s knowledge in this space is unparralled. He is passionate about the industry, a pure payment geek at heart. They are a smaller agency so some engagements may be out of reach if you need lots of resources, but I don’t have the impression that they would sign up for something they didn’t have the capacity to deliver. They have been added people to the organization recently so this may be less of an issue for them now.
Would you hire RPGC again for a similar project?