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UBS Card Center: A new dimension in Dispute Handling

In situations such as airlines, accommodation, transport and travel services, the handling of customer disputes is always the same. This applies both to the process steps to be performed and to most of the information required. Based on this fact the idea within UBS Card Center arose to develop a Dispute Scenario Manager as add-on to the existing Pega Smart Dispute for Issuer, which makes it possible to decide at an early stage whether a case can be treated according to a predefined scenario or whether individual processing is necessary.

Hear from UBS Card Center, a major credit card issuer in Switzerland, how they teamed up with their implementation partner Cognizant to concept and introduce this solution internally and the reason for their nomination in an international innovation competition. You will discover:

  • How this solution leads to significant savings in manual effort and increases efficiency, customer satisfaction, and compliance massively
  • Why this development is not bound to the financial service community only and neither limited to one single Pega solution either
  • How they achieved to implement this innovative approach in less than two months with a small, but agile team

Etiqueta

Desafío: Servicio al cliente Industry: Servicios financieros Tema: Gestión de casos y BPM Tema: IA y toma de decisiones Tema: Servicio al cliente Área de producto: Customer Service
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