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Self Service for Dispute Management (SSDM)

The COVID-19 crisis has had a profound impact on Banks and Card Issuers to meet increased and instant access to finance. This surge of transactions adds pressure to resolve customer disputes, fraudulent claims in a timely and efficient manner. Manual processes, errors and lack of communication can lead to a loss of customers, operational efficiency, revenue and reputation, which runs the risk of incurring regulatory fines

Estimated Costs

  • Annually the Top 15 US banks spend approximately $3 BN on disputes processing combined
  • Annually, the US Banks resolve roughly $50 to 100 million disputes in the US
  • Average cost per dispute ranges from $10 to $50

Bits in Glass Self Service for Dispute Management (SSDM) Key Features

  • Interactive Claim Reports
  • Pre-built Write Off Rules
  • Pre-defined & Configurable STP
  • Industry Standard Editable Questionnaire
  • Pre-built Integration with MasterCard API
  • Notifications/ Subscription Services
  • Full Case Lifecycle- Reassignment/ Deduplication
  • Easily Configurable Processes

How It Works

  • 100% Configurable to any bank’s website/m-site/app
  • Facilitates the banks dispute customer journey by using a 4 Stage process to address customer needs
  • Includes industry-standard questionnaire
  • Simplified workflow to raise the disputes in just a few clicks.

Benefit to End User

  • Saves Time for Banking Customer
  • 24x7 Access to Raise Disputes
  • Ease of Use
  • Real-Time Status Alerts
  • Tracking
  • Reporting Capabilities

Benefit to Card Issuing Bank

  • Reduces Cost
  • Reduces Human Errors
  • Ease of Deployment
  • Less Time To Market
  • Increases Productivity
  • Dashboard and Reports
  • Low-Code Solution

The solution enhances the business output in the below areas

  • Clear View of the Dispute
  • Real Time Dispute Status
  • Reduction in Call Volumes
  • Reduce the Average Dispute Handling Time
  • Reduction in Human Error
  • Provides Efficient Customer Service
  • Productivity Gains
  • Large Cost Savings
  • Increased Customer Satisfaction
  • Improved Banks Performance Impact
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