The customer faced many challenges that were addressed by this project. First, The legacy system was written in old technology. For agents, only older versions of particular browsers could run the system. Finding engineers to work on this old technology proved challenging as well. Additionally, there were security concerns with the design of the system. Additionally, there was an attempt to bring in a Commercial-off-the-Shelf (COTS) solution, but that became too cumbersome to test and version properly. There were licensing fees associated with said COTS solution as well. And, last but not least, the legacy system was not designed to be customized. The system did not work well for a variety of different use cases. Changing the system to adapt to new business requirements was difficult and delayed time-to-market for new functionality.

The solution entailed building an entire case management system from scratch. We focused on fraud and dispute use cases, as they were some of the more complex workflows. The front end needed to integrate with the customer’s existing agent servicing platform. For this part of the project, the User Interface, existing agents were interviewed and watched to discover the workflow that worked best for them. We then started with the simplest fraud and dispute scenarios to build out the frontend architecture and get a Minimum Viable Product (MVP) to production.

The backend was designed using a microservices architecture. This required providing simple APIs that the front end could easily call to move a case from creation to completion. The system was designed to handle cases outside of fraud and disputes as well. A microservices architecture was used to enable seamless scaling and segregate development. Individual teams owned the microservices and were responsible for testing and remediating any issues.

The new system now saves on licensing fees consistently over time. The entire enterprise can leverage the system. This system is more efficient for the call center representatives and reduces the time to handle. Additionally, the design of the system allows for faster and easier changes. The entire enterprise can contribute to new customizations by leveraging an open-source model internally.

This customer is a top credit card issuer in the US. They used an antiquated system to track their fraud and dispute cases. The system required licensing fees and was expensive to change for new business requirements. Our solution required building a new “Case-as-a-Service” platform with modern technology that was easy to change and usable by the entire enterprise. This case system handled any type of case management required among all lines of business. The customer’s primary business is credit cards, but they also have retail and commercial banking divisions. The customer prides themselves on being leaders in technology within banking. This same customer also has fully adopted the cloud and has exited data centers entirely.