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International Card Services (ICS) issues Visa and MasterCard credit cards and co-branded cards with partners, major retailers and travel organisations and is the largest credit card issuer in the Benelux and a top-10 player in Europe. The card management system on their mainframe handled the actual charging of the card holder and payment to the merchants. But it could not satisfactorily support the information requirements of their users. Their customer service staff specifically needed information on-line, not overnight batch reports. They started building customer service application about 8 years ago and have now automated almost the entire front office environment with LANSA to provide online inquiry and update facilities for card holder information, transactions and authorizations. The customer service front office applications are a great success. The work of their service department is a lot easier.
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