A workflow based application which manages disputes. The solution collates all the required data and details in a single GUI for user to make a decision on any dispute case. The disputes could be a ‘re-active’ case where customer complaints about the dispute and the user starts the processing of the reported case and the ‘pro-active’ cases where the application identifies the suspected dispute and creates a ticket for processing before customer initiate the complaint. The solution provides end-to-end workflow from complaint registration, complaint review, approval/reject, payment file generation, notification and case closure.
Proactive Dispute Management
This module is to manage disputes that system identified rather than customer initiated. The pro-active disputes are based on pre-defined business rules. The system identifies automatically the ‘suspected’ dispute transactions based on predefined business rule/condition and creates a ticket in the system for processing.
The business rule to identify a transaction as ‘suspect’ is based on the ‘suspect’ identification matrix. This matrix is parameterized such that users are able to add, edit or delete the business rules as per their operational requirements. The business rules for the ‘suspect’ transaction identification is very flexible such that users are able to define based on the text or description found in the transaction file or the transaction completion response codes, etc. Separate rules can be applied to EJ and Switch transaction files.
Reactive Dispute Management
A workflow based application manages customer complained disputes on financial transaction performed on SSTs. It manages the disputes from the time it is lodged until its closure. These disputes are considered as ‘Re-active’ disputes as it is being handled after customer complains.
The solution collates all the required data and details from various sources in a single GUI for users to make a decision. The solution provides end-to-end workflow from complaint registration, complaint review, approval/reject, payment file generation, notification to customer and case closure.
This solution has the capability to interface with bank’s existing complaint system or the bank may opt to make use of the readily available ‘dispute’ registration screens where bank branch or call centre agents be able to log the customer complaints. Also, it has the flexibility for users to import complaints maintained in Excel files into this system.
It provides a secured and centralized platform for receiving customer disputes and storing all subsequent documentation pertaining to investigation and decision of the reported dispute cases. A single, cohesive system makes search and retrieval of complaints and related data easy. The solution offers the capability to formalize and standardize
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