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Informative Article | Finance | India | Volume 11 Issue 11, November 2022 | Rating: 3.2 / 10

Enhancing Dispute Resolution Efficiency with Pega BPM: Case Study

Sai Kiran Nandipati

Abstract: In the rapidly evolving financial sector, efficient dispute resolution is critical for maintaining customer satisfaction and operational effectiveness. This case study examines how leading bank, a mid-sized financial institution, transformed its dispute resolution process using Pega BPM (Business Process Management). Facing significant challenges such as manual processing errors, lack of system integration, and lengthy resolution times, this bank sought a robust solution to enhance their efficiency. By implementing Pega BPM with smart disputes, the bank automated manual processes, integrated disparate systems, and leveraged predictive analytics to streamline workflows and improve decision-making. The results were remarkable: a 66% reduction in resolution time, a 35% increase in customer satisfaction, and a 25% decrease in operational costs. Enhanced case management and real-time data access further ensured accuracy and effectiveness in resolving disputes. This case study highlights the profound impact of Pega BPM on Bank's operations, providing valuable insights for other organizations facing similar challenges and underscoring the transformative potential of advanced BPM solutions in the financial industry.

Keywords: Pega Decisioning, Smart Disputes, AI applications, machine learning, automated decision-making, theoretical models, impact of technology on dispute resolution, decision theory, data accuracy, data-driven management, data analytics, business process optimization, financial institutions, operational costs, predictive analytics, dispute management, dispute resolution, resolution time, business process management, machine learning, decision-making

Edition: Volume 11 Issue 11, November 2022,

Pages: 1532 - 1535