Scenario: Financial services credit card dispute resolution

Problem

Banks that issue credit cards are seeing a significant increase in dispute cases. In addition, regulatory reform and an increased focus on customer satisfaction put more pressure on banks to handle each case as efficiently as possible. The banks require a solution that enables them to process each incoming dispute and decide whether to forward it to the credit card company for chargeback.

Credit card companies have strict requirements for how cases can be submitted. The bank solution must provide accurate and appropriate information to the credit card company to ensure efficient processing.

Solution

A business analyst at the bank, Anna, studies the requirements of the credit card company's dispute process. She determines the types of information that the credit card company requires to process a dispute. Anna uses the IBM Business Automation Workflow tools to quickly design and create a solution that helps the bank representatives capture all of the required information in a case and attach additional records and documents to the case. Anna determines what roles must be involved in processing dispute and fraud cases, and she assigns permissions to different groups based on those roles.

Scenario

Jane, a credit card customer of the bank, buys a table from an online merchant for $400. The table is not delivered within three weeks as the merchant promised. Jane sends email and calls the merchant. However, no one responds. Because she used her credit card for the transaction, Jane calls the bank for help.

Jane enters her account information by using the automated phone system. As a result, her call is routed to Nicole, a senior customer service representative. When Jane explains the situation, Nicole opens a case to track the dispute. She finds the purchase transaction for the table from Jane's account and adds the record to the new case. Nicole forwards the call and the case to a dispute agent, Frank.

During his conversation with Jane, Frank enters data into the case by using a form that captures details about the transaction, the merchant, and the customer. When Jane says that she can provide a copy of the receipt and delivery agreement, Frank creates an activity in the case to follow up on requesting the document. Frank tells Jane that he will investigate further, and adds Jane's preferred contact method to the case. When the call ends, a recording of the call is automatically added to the case as a document.

Frank uses Case Client as an interface. This interface is customized to Frank's job as a case worker. The interface provides a comprehensive view of the case, the tools to review details of the case, and the ability to take actions based on his findings. After some research, Frank discovers that the merchant has gone out of business. He adds a comment to the case about this discovery. Frank is notified that the online receipt and delivery agreement have arrived from Jane. These documents automatically get added to the case and are available for Frank to review.

Frank decides to process a chargeback against the merchant. He starts an activity that gathers the relevant details of the case, formulates the chargeback request, validates that the information is correct and complete, and forwards it to the credit card company. Frank also creates an activity in the case for his supervisor Richard to review the case and determine whether any action must be taken based on the fact that the merchant is no longer in business.

Frank's supervisor Richard reviews the case. He notices Frank's comment that the merchant has gone out of business. He uses the IBM Business Automation Workflow case analytics tool to search for cases against the merchant to determine whether other customers are affected. He also analyzes recent transactions involving the merchant to determine the bank's level of exposure.

Based on this analysis, Richard decides to set up a subteam to handle any disputes involving this merchant. He sends a change request to Anna, the business analyst, to modify the solution to incorporate this new team. From his Case Client environment, Richard requests that a letter be sent to affected customers to inform them of their dispute rights. Richard also sends an alert to his team of advisors to inform them of the situation. He then completes his review of the case.

Anna receives Richard's change request. To satisfy the new requirement, Anna designs a new role for the subteam in the solution and adds a new rule. When customers call with disputes that involve this merchant, the new rule routes the disputes to the new team. By using the IBM Business Automation Workflow tools, Anna can implement the changes in a few minutes. She can then easily test the solution changes before deploying them to the production system.

Because the credit card company implemented an efficient case management process, Jane's and other customer's requests can be more quickly resolved.