While global payments continue to grow at a steady rate, exceptions and investigations (E&I) cause friction that slows down the payment process. Approximately 2%-10% of payments lead to an inquiry, resulting in long resolution times, lack of transparency, and a suboptimal customer experience. Automating case resolution of E&I allows financial institutions to eliminate inefficiencies and better serve their customers. Case resolution provides a centralized workflow and full audit trail, allows banks to exchange requests and responses in a timely, transparent and structured manner, and integrates seamlessly into existing bank environments.
Appian’s low-code automation platform and industry leading case management capabilities empower banks to take friction out of global payments by resolving exceptions and investigations quickly and transparently, effectively increasing efficiencies and vastly improving the customer experience.