BPM Go Live: Case Management in Dispute and Fraud Initiatives

We had a significant go live this week at one of the world’s largest credit card and travel services organizations.  They are using Pega solutions to dynamically prioritize and present dispute and fraud cases worked by customer care professionals.  

The project includes monitoring agent status and generating reports and statistics around cases.  This project will drastically increase efficiency by addressing inherent processing gaps in case prioritization and presentment, assuring better utilization of resources and greater control of case presentment.  The timeline around this project is also impressive in that the new solution replace a system that was developed over ten years and was up and running within five months.  Such a quick ramp up that delivers such a rapid return is what the market is demanding these days, and I am proud to say that we have a number of such projects that have gone live over the past year.