Revolutionizing Financial Services with Pega’s Smarter Dispute Management
Overview.
Navigating the complexities of modern banking, characterized by over 850 case types and 50 business units, requires innovative solutions. Coforge’s strategy, which leverages Pega for enhanced customer engagement and a digital smart dispute framework, effectively addresses these demands. Supported by the Centre of Excellence (CoE) for Business Process Management (BPM), this initiative improves system performance, user interface, and process management, setting new benchmarks for operational excellence and future growth in the financial sector.
Integration Bottlenecks: Merging operations of a newly acquired bank created inconsistencies in workflows, requiring seamless system unification.
Dispute Resolution Inefficiencies: Handling 850+ case types across 50+ business units resulted in delays, customer dissatisfaction, and operational bottlenecks.
Process Automation Challenges: Lack of standardized automation practices caused inefficiencies in dispute handling and decision-making.
Solution.
Coforge implemented a comprehensive strategy leveraging advanced technology and innovative approaches:
Centre of Excellence (CoE) for BPM: Introduced a dedicated governance model to ensure best practices in code quality, compliance, and efficiency across business units.
Pega-Driven Customer Engagement: Enhanced customer interactions with automated workflows and AI-driven decision-making for faster, more accurate dispute resolution.
Smart Dispute Resolution: Established a Digital Smart Dispute Framework to streamline case handling, reducing resolution time and operational bottlenecks.
User-Centric Interface Design: Redesigned the UI/UX for an intuitive, easy-to-navigate customer experience, improving adoption and satisfaction.
The impact.
60%
Processes Automated
25%
Development Time Reduction
Coforge entered the scene with a comprehensive strategy to overhaul the existing system.
Enhanced System Performance: The introduction of a more robust system design led to improved reliability and speed, meeting the fast-paced demands of the financial sector.
Improved User Interface: A completely redesigned UI elevated customer satisfaction, making the system more intuitive and user-friendly.
Agility in Process Management: Enhanced capability to manage multiple processes simultaneously introduced new levels of agility and precision.
Key Milestones
Reduced Development Time: The adoption of a framework-based development approach cut development time by 25%, showcasing the effectiveness of proactive strategies.
Elevated Code Quality: Implementation of best practices and stringent code governance ensured high-quality outcomes for each project.
Optimized Resource Allocation: Improved demand intake and project planning processes ensured resources were utilized effectively, supporting a successful execution strategy.
