CRM System, Data Reporting and Reconciliation Suite (OBI)

Due to the focus and effort being put into keeping our customers happy, White Eagle decided to develop its own bespoke Customer Relationship Management (CRM) system which is a robust, resilient and reliable technology solution called Online Business Intelligence or OBI that we have continually enhanced the applications and services, and have made a number of improvements to the reporting suites/data access points.  White Eagle retain ownership for creative ideas, development and all IP, we do not out source any of our development.  White Eagle believes that its Technology architecture, infrastructure and methodology differentiate White Eagle in the market place.

1. Comprises of a CRM system, data reporting suite and reconciliation management tool   

2. Access to over 30 individual data reports all of which have numerous filters for data segmentation

3. Access to real time data

4. Supports load channels including bank loads, post office and API's

5. Hosted on secure environment with various roles based admin rights set by the administrator

6. Data stored securely at Rack Space PCI-DSS level 1 (Financial Services regulatory specification)

7. Dashboard on OBI Data Centre provides overview of KPI's by program

8. These reports can all be exported into Excel, CSV, PDF, Word, XML for data manipulation, presentation and transportation

9. Ability to create new reports on request (chargeable by White Eagle)

The powerful reporting suite provides access to comprehensive online reports allowing 24/7 access to cardholder data such as:

Access to OBI is controlled by a secure login. Each user is allocated specific and restricted access to varying levels of different functionality, based on their unique login. Data can be filtered and exported to conduct further analysis.   

Call Centre

This module allows our customer service team to quickly respond to and deal with customer related queries.

• Fuzzy search on Card holder
• Ticketing System -- Allows real time escalation to White Eagle from White Label programs & Calls and escalations are documented and can be used for reporting and marketing purposes
• View and update Cardholder/Account data
• Cardholders information can be updated and changed easily and in real time using the edit account details pages of OBI
• View Cardholder balance and statement
• Block/Unblock Card
• Lost & Stolen and Card Replacement
• Money Share
• DMS system -- Secure  and compliant way to record all customer ID and communications

Data Centre

This module has the sole purpose of MIS reporting, and includes

• Access to over 20 separate reports each with numerous filtering abilities
• Dashboard for program summary -- Ability to view program activations, loads and transactional volumes on one page
• Financials -- Money in; card loads/summary by load source, Money out; detailed data on transactional spend, Fees collected ; data on all fees (IVR,SMS,Load,Spend,Admin)
• Sign ups -- Real time view of all card program completed orders, incomplete orders and processed applications, All reports have export functionality to excel for further analysis

Control Centre

This module handles financial functions such as manual card loads, float balance maintenance and post office loading, and includes:  

• Financial control centre used in-house by White Eagle
• Access to view all bank loads
• Ability to load cards by single and bulk loads
• Reconcile and float information used by finance
• NI look up and CHB look up for government benefit payments
• Fee Manager is a Powerful, dynamic tool which allows complete flexibility for individual programs to implement charging suites independent of those collected by the central network switch (Processor). 
• Legacy switch processing typically will have inflexibility shortcomings, standard billing templates that can't easily be changed to fit a particular business model.  Fixed collection points that may not match your cardholders cash flow & does not collect arrears when cardholder re-loads a card. 
• The Fee Manager Tool allows you to construct a fee structure that reflects your business model, it allows you to collect fees in addition to Network charges, it constantly monitors balances and collects fee arrears upon re-load

Scale

Our platform/applications are written in Microsoft SQL, which is considered to be 'Enterprise' scale, as opposed to SME, our hardware platform is based upon leading industry standard architecture, i.e. HP and CISCO.  Our systems are hosted in a secure location with Rackspace, positioned with direct connectivity to the Internet backbone, our systems are monitored 24x7, and we have significant headroom, current usage is less that 15% of capacity.  We also have a 48 x burst rate agreed with Rackspace.