BAC centralizes disputes across six countries
Pega Smart Dispute helped BAC reduce fees and improve compliance.
Pega applications
hours saved annually
99.99%
uptime achieved
The Business Issue
A regional leader with a bold vision
When a customer discovers a fraudulent charge on their account, it’s not just a financial inconvenience; it’s a moment of panic. Their money is in limbo. Their trust is shaken. And in many cases, they’re left waiting on hold, uncertain and unheard.
BAC, Central America’s largest bank who serves more than 5 million customers across six countries, understood this deeply. BAC saw firsthand how fragmented dispute operations – spread across multiple systems, currencies, and teams – were slowing down resolution and compounding customer stress.
In 2017, BAC made a critical decision: to centralize all dispute operations into a single shared service center in Costa Rica. But centralization alone wasn’t enough. To truly transform the experience, they needed a platform that could unify processes, automate intelligently, and scale with speed. And to power that transformation, they chose Pega Smart Dispute™.
The Solution
From six silos to one seamless experience
Before Pega, each country had its own chargeback department, its own tools, and its own way of working. Disputes were handled manually, with multiple handoffs and disconnected systems. Customers waited days or even weeks for updates. And internal teams struggled to keep up with growing volumes and compliance demands.
Using Pega Smart Dispute, BAC reimagined the entire process. They implemented three core workflows – issuer, acquirer, and a custom “on us” flow for internal transactions – across Visa, Mastercard, and American Express. A single interface now powers all dispute activity, managed by one centralized team.
The result? A faster, more consistent, and more empathetic experience for every customer, no matter where they bank.
The Results
Scale, speed, and service
Today, BAC’s dispute operations are centralized and automated. The results speak for themselves:
- 250% increase in productivity: BAC now handles nearly 700,000 cases annually – representing more than $60 million – without increasing headcount.
- Faster resolution, happier customers: 68% of cardholders receive provisional credit the same day they file a claim.
- Automation at scale: Over 20 RPA bots now handle 36,000+ hours of manual work annually, freeing teams to focus on higher-value tasks.
- One system, one team: A single interface supports all dispute types across six countries, enabling consistent service and operational control.
- Data-driven decisions: Standardized KPIs and dashboards help BAC benchmark performance, optimize fraud rules, and deliver better outcomes for both cardholders and merchants.
Want to dive deeper into BAC’s journey? Watch their PegaWorld breakout session.
Streamline and automate disputes and fraud claims.
“We grant a provisional credit to 68% of our cardholders the same day they are making their claim. Let's stop for a minute and think about a mother that had a fraudulent transaction, and she lacks funds even for basic needs like buying milk for her child. When we grant these provisional credits, we're granting her not only money, but relief and support. This aligns perfectly with our strategy of creating value in society.”