Scenario: Financial services credit card dispute resolution

Case management functions are only available if you have IBM BPM Advanced with the Basic Case Management feature installed.

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 to problem

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

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 Jane used a credit card for the transaction, Jane calls the bank for help.

Jane enters the account information by using the automated phone system. As a result, the call is routed to Nicole, a senior customer service representative. When Jane explains the situation, Nicole opens a case to track the dispute. Nicole 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 the conversation with Jane, Frank enters data into the case by using a form that captures details about the transaction, the merchant, and the customer. Jane says that a copy of the receipt can be provided and a copy of the delivery agreement. Frank creates an activity in the case to follow up on requesting the documents. Frank tells Jane that an investigation is proceeding, 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 Process Portal 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 are readily available and actions can be taken based on the findings. After some research, Frank discovers that the merchant is out of business. Frank adds a comment to the case about this discovery. Frank is notified that the online receipt and delivery agreement from Jane are available. These documents automatically get added to the case and are ready for Frank to review.

Frank decides to process a chargeback against the merchant. Frank starts an activity that gathers the relevant details of the case. The activity 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 Frank's supervisor Richard to review the case. Richard can then 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. Richard notices Frank's comment that the merchant is out of business. Richard also analyzes recent transactions that involve 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 that involve this merchant. Richard sends a change request to Anna, who is the business analyst, to modify the application to incorporate this new team. From Richard's Process Portal environment, Richard requests that a letter is sent to affected customers to inform them of their dispute rights. Richard also sends an alert to the team of advisors to inform them of the situation. Richard then completes the review of the case.

Anna receives Richard's change request. To satisfy the new requirement, Anna designs a new team for the subteam in the application and 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 Process Manager tools, Anna can implement the changes in a few minutes. Anna can then easily test the changes before Anna deploys the changes 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.