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Case Study

Royal Bank of Canada launches disputes management journey in 90 days

  • Automated dispute resolution with straight-through processing
  • Minimum viable product delivered in just 90 days
  • Improved user experience for employees and customers alike

“I had a transaction on my card I didn’t recognize. I was able to submit my request in just a few minutes. All transactions were removed from my card and a new card was sent to me automatically – great experience.”

The Business Issue

Royal Bank of Canada (RBC), the country’s largest bank, serves 17 million clients. Committed to helping those clients thrive and its communities prosper, RBC was challenged by an antiquated card dispute process.

The existing technology was slow, difficult to learn, and hindered the fast resolution of customers’ card disputes. In a post-COVID world, an increasing volume of fraud and disputes meant the bank needed a solution that could expedite its dispute resolution process and provide an engaging, transparent, and easy-to-use digital platform for both clients and employees.

RBC needed a solution that not only addressed its specific needs but also enabled it to deliver value early and incrementally over time through frequent deployments. The bank set ambitious goals to improve user experiences, implement straight-through processing, reduce dispute cycle times, and enhance the overall client experience.

The Solution

RBC chose Pega Smart Dispute™ to deliver on those goals. The bank embarked on an incredible journey – delivering a minimum viable product (MVP) of Pega Smart Dispute in just 90 days. The implementation followed the Agile methodology, allowing RBC's teams to work collaboratively, prioritize features, and iterate quickly.

RBC started with Small Dollar Dispute as the initial MVP, leveraging Pega's out-of-the-box capabilities to realize the full end-to-end process, including straight-through processing. The bank adopted a test-and-learn approach, gradually moving on to more complex case types with higher volumes, such as fraud and MasterCard disputes. Partner EY was also aligned every step of the way to make sure the implementation progressed smoothly and efficiently while ensuring compliance.

The Results

RBC's implementation of Pega Smart Dispute brought about significant transformations in its card dispute process, resulting in numerous positive outcomes:

  • JMVP delivered in just 90 days
  • 95% of disputes agents now feel confident about the future of disputes
  • Improved user experience for both employees and clients
  • Automated dispute resolution with straight-through processing
  • Enhanced compliance by leveraging guided processing that incorporates consumer protection law as well as biannual updates to Visa, Mastercard, and Amex rules

The implementation also prioritized configuration over customization, allowing for seamless upgrades and future enhancements without major disruptions.

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Industry: Financial Services Product Area: Platform Solution Area: Exception Management
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