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Smart Dispute Implementation Helps A Credit Union Cut Resolution Times By 29%

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The Story So Far

A top U.S. credit union was struggling with inefficiencies in its card dispute operations. System delays and manual workflows slowed resolutions, while duplicate disputes and manual correspondence added to team workloads. A previous vendor implementation had left critical gaps unresolved. Pega brought in EvonSys to implement Smart Dispute, replacing the legacy system in phase one and tailoring the platform to the credit union's operational needs in phase two.

What Got in the Way

Slow dispute resolutions

Manual task prioritization

Duplicate disputes, fraud inefficiencies

The EvonSys Approach

Smart Dispute Cuts Resolution Times Significantly

EvonSys delivered Smart Dispute in two phases. Phase one replaced the legacy application with out-of-the-box functionality to stabilize operations. Phase two introduced targeted enhancements including task prioritization, centralized case visibility, automated calculations, real-time member updates, and stronger API integrations.

How the Story Changed

29% faster resolution

Member credit timelines reduced to 5 days

Higher efficiency

Automation removed manual work

Centralized case visibility

Simplified case management for managers
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Smart Dispute Implementation for Credit Union | Case Study

A top U.S. credit union was struggling with inefficiencies in its card dispute operations. System delays and manual workflows slowed resolutions, while duplicate disputes and manual correspondence added to team workloads. A previous vendor implementation had left critical gaps unresolved. Pega brought in EvonSys to implement Smart Dispute, replacing the legacy system in phase one and tailoring the platform to the credit union's operational needs in phase two.

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