Disputes Scenario Manager

Event user persona
Scenario Manager persona
Event Creation screen

What Inspired Us

Credit and Debit card disputes across the globe are experiencing a huge surge due to the Pandemic. Financial organizations are facing problem due to sudden spike in fraud and dispute cases which is leading to delay in responding to customer. Since the beginning of the outbreak, financial organizations have already recorded a 60-70% increase in dispute cases. And, as time passes and disruptions drag on, the number of disputes filed by customers will grow. Everyone is scrambling to adjust to the new policies and business parameters that are affecting them. You’re facing decreased business (and simultaneous higher costs), while cancellations and postponements are leading consumers to contact merchants for refunds. The result: long hold times and frustrated customers . Each of the following is a potential dispute trigger aggravated by the pandemic

Interrupted Supply Chains
Labor Shortage
Delay in Delivery
Customer Service Delays
Bankruptcy in airlines, entertainment, accommodation, transport and travel industry

What it does

In situations such as airlines, entertainment, accommodation, transport and travel services, the handling of customer disputes is always the same. This applies both to the process steps to be performed and to most of the information required. Dispute Scenario Manager defines scenarios for such similar dispute cases that enable automated processing with minimal manual interaction. This means that a scenario can be defined for such situations, which defines the execution of the process steps and most of the values required for the questionnaires. When processing a client dispute, a scenario can be assigned to the case and the case will be executed automatically according to the definitions in the scenario.

How we built it

The solution approach comprises of two parts starting with “Event Tracking System” and then moving to “Dispute Scenario Manager”

Event tracking system is a build-on application which can be reused in event creation for any case management platform. Event tracking system is a common place where you can define an event and explain how your case processing will impact if the event is selected (like pre-populating questionnaire, define the process steps can be skipped, automated letter creation and chargeback submission)

Scenario Manager is tightly coupled with case management platform and each scenario will be described by Business Analyst based on the event created in Event Tracking System. Every event will follow a certain scenario and based on defined scenario case processing will be automated. This will help to reduce the workload of the users if there is a huge spike in case volume due to some uncertain event. Scenario Manager will take all the information in one screen and guide case processing without any user intervention via defined guideline by scenario manager. Scenario manager can process single case under a claim or multiple cases via bulk processing under a single claim.

Challenges we ran into

Trying to build a system where you can define a scenario for any case management platform and automate the case processing as per defined scenario.

Accomplishments that we're proud of

By using scenarios for similar disputes, benefits can be achieved in the areas of efficiency gain, customer service and operational risk.

Efficiency Gain:

The manual execution effort can be minimized up to 40%
Can be used for 70% of the volume of regular dispute cases
Average processing time can be reduces up to 50%

Customer Service:

The response time to the customer is reduced by about 50%.
Less effort for answering additional questions.

Operational Risk:

Reduced risk of overloading the fraud department
Fewer losses due to missed deadlines or incorrect entries.

What we learned

We have learned how we can be better prepared and one step ahead in any future circumstances which is not predictable and still we can help customers in more timely and efficiently with Pega's state-of-the-art case management tool.