Key Points
Capital One (NYSE: COF) is best known for issuing credit cards. However, it demonstrated that it had wider aspirations when it bought Discover, a payment processing company. Although the merger is complete, the integration process is still a work in progress. July 27 will be a big date to watch, since that’s when some Discover products will start being integrated into Capital One’s back end.
Finance is hard, technically speaking
The finance industry is highly regulated. The technology that supports financial businesses is complex, and each company typically has a proprietary system. Mistakes that affect customers are frowned upon by both customers and regulators. This is why July 27 is so important for Capital One shareholders to watch.
While Discover cards will still exist in name, that is when they will start being supported by the Capital One back end. Strong execution will be vital, and it is highly likely that Capital One’s tech team is under significant pressure to ensure a smooth cutover. If the transition process goes poorly, Capital One risks losing Discover customers.
However, there’s another problem to consider, even if the cut over is flawless. If Discover cardholders don’t like the Capital One back end, they might leave. So this isn’t just a technical issue; it’s also a product issue for the bank. To be fair, Capital One isn’t making massive changes to Discover products, but it is making some changes, and more are likely in the future. One possible headache for cardholders is that new cards will be issued for authorized users, with the cards going to the primary account holder. This is being done to protect customers, but it means the primary account holder has to distribute the new cards. Capital One shareholders should probably pay extra attention over the next couple of quarters.
Capital One has a big opportunity
This is the first real test of Capital One’s acquisition of Discover. If it goes well, there could be a very bright future ahead. Not only will Capital One have successfully entered the transaction processing business, but it will have added millions of new credit card relationships. If Capital One can retain those relationships, it opens up additional cross-selling opportunities for the bank and card issuer.
As noted, the problem is that the computer systems that support financial businesses are highly complex. So don’t underestimate the difficulty and importance of the July 27 transition. Hopefully, Discover customers won’t see much of an impact, but if they do, this merger could be far less beneficial than hoped.
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Reuben Gregg Brewer has no position in any of the stocks mentioned. The Motley Fool recommends Capital One Financial. The Motley Fool has a disclosure policy.
