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17% faster processing of card disputes for issuing bank, client of leading payment processor

The Client

Issuing Bank Client of a Leading Card Payment Processing company

Business Challenge

  • Primary challenges faced in Disputes Processing
  • Providing superior turn time to customers while managing regulatory changes
  • Maintaining service levels while reducing costs

Coforge Solution

  • Client & Coforge partnered on a complimentary Strategic Value Assessment
  • Roadmap of outsourcing based on complexity, risk and potential automation possibility


  • Initial processes identified included Merchant Deal Boarding and Scan & Image Matching
  • Later phases covered Merchant Maintenance, Pricing & PCI, Disputes & Charge backs, Representments, 2nd Charge backs, Merchant Downloads, Research Improved turn time management

The Result

  • Turn time goals achieved 98% (earlier 81%)
  • Significant cost savings ~40%
  • Enhanced customer satisfaction
  • Reduced aging and Inventory
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