Hotel Prepayment Optimization
Payments & Operations
Reduced customer churn from failed Virtual Credit Card (VCC) charges through optimized authorization flows
Problem
High customer churn due to failed Virtual Credit Card (VCC) charges during hotel bookings, causing frustration and revenue loss. Virtual Credit Cards are single-use payment methods that protect corporate card details while enabling automated payments.
My contribution
Led discovery phase through user interviews and data analysis. Designed new authorization flow architecture. Collaborated with payments team to implement VCC settlement visibility improvements and reduce failure rates.
Outcome
Reduced churn by 25%, improved customer satisfaction scores by 15%, and decreased duplicate charge contacts by 40%.
- 25% churn reduction
- 15% CSAT improvement
- 40% fewer duplicate contacts