ActionBase for fraud escalation and customer care - Fraud.Tracker

Challenge:

A suspected Fraud event is reported when suspicious activities are spotted - such as false billing, identity theft, forgery of documents or signatures, and more. Today, those fraud events are mostly reported by email or by phone and are then investigated and tracked by the fraud team. Automated systems that detect and manage potential fraud events are used mainly within the fraud department for those events managed by this group. The process of investigating and handling escalation issues of suspected fraud until resolution involves a number of different units and requires the exchange of a variety of information and documents with people who are not necessarily connected to the fraud systems. The fraud team needs, at all times, full visibility over the entire process in order to make sure all fraud is handled in a timely fashion until full resolution.

Solution:

Fraud.Tracker was designed to provide fraud departments within telecommunication companies and financial services organizations an easy manner to manage and facilitate follow up on all raised fraud events, no matter their source - customer service, operations, account managers or even complex fraud detection systems.

Fraud.Tracker captures the process of handling a fraud event until completion by routing responsibilities through the different teams while still providing an overall picture of the progress and status of all events and thus reducing elapsed time from detection until completion and eliminating mishandled occurrences.

With Fraud.Tracker you can:

• Track the progress, history and the different stages the fraud event is in.
• Detect and avoid any deviations of timelines while promoting priorities.
• View dashboards, various reports and information of all open fraud events.
  

Key Benefits:

• Minimizing resolution time by 80 percent.
  
• Stop fraud events earlier and minimize losses.
• Spending less time on non-productive activities (chasing people and information).
• Nothing falls off the table.
• Improving customer care and reputation.