TracEI ISO 20022 Payment Investigations Whitepaper

Payment investigations are already moving into the
ISO 20022 era

A practical guide for banks shifting from email driven investigations to case driven orchestration during the 2025 to 2027 Enquiries and Investigations (E&I) transition.

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Why This Matters Now?

The E&I transition has already started. The industry has moved into the 2025 to 2027 migration cycle as legacy E&I patterns retire and ISO 20022 based processes take hold.
Its objective is to help you process at scale. It is no longer “Are we ready for ISO 20022.” It is “Can we execute investigations cleanly under it, at volume, with governance.”
Seize the opportunity to enhance customer service. With the current model, investigations continue to stretch 5 to 10 days even when the hands-on work is typically under two hours, largely due to handoffs and low visibility.
Richer data does not mean smarter workflows. Without orchestration and a single case context, teams still interpret, re key, and chase status across systems.

The Market Challenge

Most banks are still stuck between two bad options.

Option 1:
Familiar and Fragile

Email threads, spreadsheets, manual routing, and status chasing across teams and systems.

Option 2:
Powerful and Heavy

Enterprise platforms with enterprise cost and complexity, that demand specialist teams to implement and maintain.

What you need is a
Smart Choice

A right sized investigation layer that standardizes intake, orchestrates work, and proves compliance without the enterprise build or budget.

What this Whitepaper
gives you:

Inside, you’ll get

What actually changes in investigations under ISO 20022 and why message readiness alone does not deliver outcomes.
Why delays persist: serial processing, fragmented case context, limited automation, and low visibility.
A reference architecture: unified case layer, structured ingestion, routing, governance, and operational insight.
A phased migration path you can run through 2026 and 2027 without destabilizing current operations.
Pitfalls to avoid: over customization, weak testing, and under investing in training and post go-live governance.