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Card Services Process Example Chordiant business process models can be used to orchestrate end-to-end business processes that result from a customer or back office request. These process models allow for rapid implementation of consistent processes across multiple lines of business as well as multiple channels. Chordiant process models can also facilitate the integration of legacy systems, data warehouses or outsourced information resources. Chordiant business processes are executed in the Chordiant 5 Foundation and the results are presented to the customer service agent, contact center representative or directly to the customer via a self-service interface. Chordiant business processes can be adapted or changed quickly through the use of Chordiant 5 Business Process Designer or Chordiant 5 Rules Designer to meet the rapidly changing business, competitive and regulatory nature of the retail banking industry. An example of one of the Chordiant business process models can be viewed in several different manners including the Process Description, the Process Function, the Process Diagram and through the interface that presents the guided process to the user. The following process outlines a Dispute Resolution process that could result from a call into the contact center or from a Web self-service interface. The back-office process for handling the dispute with the vendor is a separate process, but would be linked automatically as required. Dispute Processing Process DescriptionRegulations governing the handling of credit card disputes are complex and severe. This process ensures consistency in handling, and automates all possible steps to support compliance. The process ensures the user collects and inputs all necessary data for the research. Automated prompts display next steps and help to set customer expectations. Appropriate tracking, recording, and customer correspondence are managed to provide data for business process improvement efforts and for regulatory agencies. Dispute Processing Function Gathers the information to research a transaction dispute for a specific customer. Dispute resolution is a key component in maintaining customer satisfaction and retention. Dispute Resolution Process Diagram A significant part of each Chordiant business process model is the visualization of the process through a diagrammatic tool. This diagram shows the front-office process to be orchestrated across multiple systems that provides for the collection of customer information and the request for back-office actions to help resolve the dispute.
The customer service agent is provided with a guided process interface to complete the request including scripts and prompts so that the correct information is gathered and the customer is fully informed as to the status of the request.
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