Case Study

Bridgeforce Helps a Leading Global Private Equity Firm Turn Around Credit Card Business Performance

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The Challenge

A poorly executed portfolio migration resulted in significant reputational damage and rapidly rising fraud losses – putting the investment at risk.

The Solution

Assumed management of the operation and focused on improving the customer experience and reducing losses.

The Benefit

  • Fraud losses were reduced by 70%
  • Generated a 100bps increase in portfolio yield from re-price improved ops efficiency and collections performance

A leading global private equity firm purchased a European credit card portfolio from a multinational bank.  The portfolio had recently been migrated from the previous owner’s IT platform onto a platform shared with other assets in the client’s European investment stable.

Migration of the portfolio had not proceeded smoothly, resulting in a number of incidents that attracted reputational damage and revealed opportunities to improve the overall management of the asset.

Bridgeforce was initially engaged to complete an operational assessment that evolved into a long-term engagement focused on improving operational control, fraud strategies and portfolio pricing. Bridgeforce quickly established work streams to address re-pricing the portfolio more appropriately to reflect risk, improving fraud protection and rationalizing the work undertaken in the operation to enable focus to be placed on value added activity and customer experience. Fraud losses reduced to a third of previous levels, two portfolio-wide re-price exercises were completed with minimal customer and balance attrition and operational efficiency and collections performance both saw significant improvements.