Slash Dispute Resolution Time by 80% with Pega Smart Dispute

Disputes are inevitable in the business world. Whether it's a minor billing error or a major customer complaint, the way you handle disputes can make or break your success. Left unresolved, these disputes can mount into larger issues, affecting customer satisfaction, profitability, and even legal matters. That's why efficient dispute management is essential for your business's survival and growth.

But what exactly is efficient dispute management? It's undoubtedly a solution capable of drastically reducing dispute resolution time and enhancing customer satisfaction, all without adding complexity to the operations process.

The Power of Automated Workflows in Optimizing Dispute Resolution

The traditional approach to managing disputes manually comes with various pitfalls. From human error to lengthy processing times, traditional approaches often fall short in today's fast-paced business environment.

However, thanks to AI-powered automated workflows! The automation allows you to revolutionize your dispute resolution process. These workflows, driven by cutting-edge AI technology, bid farewell to tedious manual tasks and welcome streamlined efficiency, delivering results.

Enter Pega Smart Dispute: Your Game-Changing Solution

Pega Smart Dispute is a game-changer for businesses seeking to drastically reduce dispute resolution times. It is an innovative solution designed for end-to-end dispute management. Built on an industry-leading low-code platform, the Pega Smart Dispute is infused with AI-powered decision-making and workflow automation.

The renowned Build for Change technology of the Pega Platform provides Pega Smart Dispute the flexibility for adaptation and expansion to accommodate evolving business needs and regulatory requirements. Thus, it allows your organization to stay ahead of the curve and smartly address the emerging challenges in the financial landscape!

Streamline Dispute Resolution Process for Issuers and Acquirers

Pega Smart Dispute is designed to streamline the dispute resolution process for both credit and debit card issuers and acquirers. By automating key tasks and providing intuitive guidance to handlers, it significantly reduces the time and costs associated with resolving disputes and chargebacks.

This advanced tool facilitates dispute entry seamlessly, whether initiated by employees in agent-assisted channels or customers in self-service channels. This ensures accurate capture of all necessary information right from the start, thereby enhancing straight-through processing rates. This leads to faster and more efficient operations.

Why Choose Pega Smart Dispute?

Wait! Let me reframe this question! Why wouldn’t you choose Pega Smart Dispute when you know it can:

·         Complete lifecycle management for credit and debit card dispute and fraud claims

·         International chargeback regulations compliant with Visa and MasterCard

·         Structured processes to ensure precision and uniformity

·         Transform dispute applications, tasks, and processes into modernized, efficient workflows.

·         Engage stakeholders with transparent processes that are easy to understand and learn.

·         Simplify and automate tedious tasks, saving time and resources.

·         Elevate experiences for both customers and employees alike.

·         Realize immediate value with long-term benefits for your organization.

·         Leverage the power of AI-driven decision-making with Pega Process AI.

·         Automate case assignments through intelligent case management.

·         Facilitate real-time collaboration among all stakeholders involved.

·         Extract valuable insights with advanced analytical capabilities.

·         Enhance the customer experience with convenient self-service options.

·         Ensure data security with robust security features.

 A Journey Through a Building Society's Remarkable Success

Let's delve into a real-world example showcasing how an organization managed to dramatically reduce its dispute resolution time.

During the peak of the pandemic, one of the largest building societies in the world saw a significant surge in Visa card disputes. Their contact centers experienced a 60% surge in dispute cases, while branch staff saw a staggering 251% increase in disputes raised. On a single day during this period, branch staff addressed 289 disputes, a stark contrast to the average of 60 disputes handled pre-pandemic.

However, they made a game-changing move: they adopted Pega Smart Dispute. The result? An astounding 86% decrease in dispute resolution time on average! However, what's most impressive about the new solution is its capability to handle anticipated growth in disputes and unexpected spikes in demand with ease. Here is how they achieved this success:

·         With Pega Smart Dispute, the building society streamlined member experience by resolving cases instantly, minimizing handoffs, and proactively communicating progress.

·         Pega Smart Dispute streamlined employee experience by integrating multiple systems and reducing post-call work, improving efficiency in dispute processing workflows.

·         Pega Smart Dispute simplified operations by enabling employees to handle disputes within a single system, reducing post-call tasks. This streamlined process allows for better management of demand surges, ultimately delivering greater value to members.

This real-world example showcases the transformative impact of Pega Smart Dispute in streamlining and accelerating the resolution process.

If this building society can achieve such remarkable results, so can your business! You doubt! Come, let's address it together. Talk to our experts at Instellars to discover how to manage disputes more swiftly and efficiently.

Conclusion

In conclusion, disputes are inevitable and cost businesses a significant amount to resolve. And, ignoring them can damage customer relationships and hinder business growth. But why take the risk? Embrace Pega Smart Dispute to streamline operations, reduce resolution time, and delight customers. Talk to Pega experts at Instellars and adopt the future of intelligent automation with Pega Smart Dispute.

References: Case study sourced from Pega.com