Streamlined Dispute Management for a Global Financial Leader
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Sky Solutions partnered with an American multinational financial services corporation to enhance their dispute management application, ensuring compliance with updated global policies for merchants regarding chargebacks and write-offs. In response to evolving global regulations, the organization required modifications to its application to meet the new compliance standards and effectively manage disputes in line with the latest policy changes.
Goal
To enhance the dispute management application for compliance with global policies, enabling seamless handling of all transaction types, including point-based transactions. The objective was to streamline processes, improve transparency, and optimize customer service efficiency using Pega’s low-code platform and business process automation.
Challenge
The existing dispute case setup for individual card members had a limitation: it only supported swiped or credit transactions, overlooking transactions made with reward points.
Solution
Sky Solutions addressed the challenge by applying its expertise in business process management and automation, enabling the client to overcome the limitations of their existing dispute management application. By updating the application using the Pega platform, Sky Solutions introduced new capabilities that enhanced and streamlined the processing of dispute transactions, significantly boosting efficiency.
Technologies/Methodologies
- Low-code development
- API development
- Pega
- Business process automation
Outcome
Sky Solutions’ enhanced dispute management application now offers a streamlined, compliant, and transparent process for handling disputes. Key benefits include:
- Compliance with new global policies for dispute management
- Improved ease and transparency in dispute handling and resolution
- Intelligently designed dynamic questionnaires ensuring fair representation for both customers and merchants
- Unified process flow for disputing point-based, online, and swiped transactions.
- Streamlined customer service operations for greater efficiency
