{"componentChunkName":"component---src-templates-client-result-js","path":"/client-result/credit-card-dispute-process-optimization","result":{"data":{"prismic":{"allClient_results":{"edges":[{"node":{"seo_page_title":[{"type":"paragraph","text":"Credit Card Dispute Process Optimization","spans":[]}],"seo_page_description":[{"type":"paragraph","text":"Tier 1 Canadian FI engages CRG to support the optimization of credit and debit fraud and non-fraud dispute processes","spans":[]}],"seo_h1":[{"type":"heading1","text":"Credit Card Dispute Process Optimization","spans":[]}],"feature_image":{"dimensions":{"width":811,"height":318},"alt":null,"copyright":null,"url":"https://images.prismic.io/crgwebsite/cd9b4f58-0133-443c-8069-633da9fa2bfd_vrol.png?auto=compress,format"},"main_content":[{"type":"heading3","text":"Tier 1 Canadian FI engages CRG to support the optimization of credit and debit fraud and non-fraud dispute processes","spans":[]},{"type":"paragraph","text":"","spans":[]},{"type":"heading2","text":"The Challenge","spans":[]},{"type":"paragraph","text":" ","spans":[]},{"type":"paragraph","text":"A Tier 1 Canadian bank, like many of its industry counterparts, was mandated by Visa Inc. to deploy a new credit card dispute platform as part of an overall global Visa infrastructure change.  The technology, Visa Resolve Online (VROL), is Visa’s proprietary online dispute resolution service. It is a dedicated network built to transmit and retrieve transaction data in the event of a dispute and is intended to simplify the overall dispute process.","spans":[]},{"type":"paragraph","text":" ","spans":[]},{"type":"paragraph","text":"The deployment of this new technology was mandated by a specific timeline, and would enable the bank to gain new efficiencies, however would require a new organizational design and the re-engineering and potential overhaul of existing credit card dispute processes, from customer contact, through to resolution.   ","spans":[]},{"type":"paragraph","text":" ","spans":[]},{"type":"paragraph","text":"To further complicate the challenge, the bank was already in the process of deploying a leading 3rd party dispute resolution workflow solution, whose functionality, coupled with VROL, could provide for a very different future state operation.   The bank however needed guidance to determine the following:","spans":[]},{"type":"paragraph","text":" ","spans":[]},{"type":"o-list-item","text":"What should the future state end to end flow of credit card disputes look like?","spans":[]},{"type":"o-list-item","text":"How do we leverage the technology features to both improve the end customer experience, and reduce FTE/costs within the operation?","spans":[]},{"type":"o-list-item","text":"What should the organizational design be in order to facilitate the operational changes?","spans":[]},{"type":"o-list-item","text":"What quantified sustainable benefits will the future state enable? ","spans":[]},{"type":"paragraph","text":"","spans":[]},{"type":"heading2","text":"The Approach","spans":[]},{"type":"paragraph","text":"","spans":[]},{"type":"paragraph","text":"The primary objective was to determine the impact of implementing the VISA changes within the banks Credit and Debit fraud and non-fraud dispute processes; to develop a prioritized roadmap to drive headcount savings and enhance customer experience. To achieve this, the following was done:","spans":[]},{"type":"list-item","text":"Assessed existing capabilities and understood how VROL and the new workflow application will affect in-scope business processes, related FTE capacity and overall customer experience","spans":[]},{"type":"list-item","text":"Developed a future state design that optimally leverages the functionality of VROL and/or new workflow platform ","spans":[]},{"type":"list-item","text":"Identified and quantified the headcount savings and enhanced customer experience opportunities as a result of the VISA changes, new workflow implementation and associated process changes","spans":[]},{"type":"list-item","text":"Developed a prioritized roadmap to close all gaps through process improvement, organizational  design change and technology integration","spans":[]},{"type":"heading2","text":"The Outcome","spans":[]},{"type":"paragraph","text":"The implementation of the new technology, future state processes and organizational design resulted in  the following benefits:","spans":[]},{"type":"list-item","text":"Head count reduction of ~110 FTE","spans":[]},{"type":"list-item","text":"Headcount and direct operational expense savings equating to ~ $6MM annually","spans":[]},{"type":"list-item","text":"Highly improved customer experience and dispute resolution turnaround time","spans":[]},{"type":"list-item","text":"Multi channel customer communication options","spans":[]},{"type":"list-item","text":"First point of contact resolution  95%  (previously 30%)","spans":[]},{"type":"list-item","text":"75% reduction in decision turn around time ","spans":[]}],"short_description":[{"type":"heading2","text":"Tier 1 Canadian FI engages CRG to support the optimization of credit and debit fraud and non-fraud dispute processes","spans":[]}],"title":[{"type":"heading1","text":"Credit Card Dispute Process Optimization","spans":[]}],"_meta":{"uid":"credit-card-dispute-process-optimization","lastPublicationDate":"2022-03-09T00:04:45+0000"}}}]}}},"pageContext":{"rootQuery":"\n  query ClientResultsQuery($uid: String) {\n    prismic {\n      allClient_results(uid: $uid, sortBy: meta_lastPublicationDate_ASC) {\n        edges {\n          node {\n            seo_page_title\n            seo_page_description\n            seo_h1\n            feature_image\n            main_content\n            short_description\n            title\n            _meta {\n              uid\n              lastPublicationDate\n            }\n          }\n        }\n      }\n    }\n  }\n","id":"XjmJohEAACEAZHpo","lang":"en-us","uid":"credit-card-dispute-process-optimization","type":"client_result","alternateLanguages":[],"cursor":"YXJyYXljb25uZWN0aW9uOjg=","paginationPreviousMeta":{"id":"YA9N7xAAACgAMsZT","lang":"en-us","uid":"strategic-vendor-management","type":"client_result","alternateLanguages":[]},"paginationPreviousUid":"strategic-vendor-management","paginationPreviousLang":"en-us","paginationNextMeta":{"id":"YijCpxIAAC8Aywqn","lang":"en-us","uid":"it-telephony-operations-optimization","type":"client_result","alternateLanguages":[]},"paginationNextUid":"it-telephony-operations-optimization","paginationNextLang":"en-us","lastQueryChunkEndCursor":""}},"staticQueryHashes":["2447216075","2898711901","3159585216","3178498103","815104889"]}