Case Management - infographic - GL_EN 240130_32412

Maximize Value Across the Entire Customer Lifecycle

FRICTIONLESS, END-TO-END ONBOARDING WITH CASE MANAGEMENT How to Enhance Customer Experience and Operational Efficiency Your risk decisioning solution is critical to your overall risk strategy and business growth. With an intelligent, dynamic risk decisioning platform you can integrate data, make automated decisions across the customer journey, and get advanced analytics to improve processes. But what about those cases that aren’t cut and dried? There are always exceptions that require manual review from expert credit risk underwriters and fraud investigators. So how can you optimize those cases that need human intervention, while still ensuring an end-to-end, holistic approach that reduces friction and improves operational efficiency? Look for a referral handling solution that can integrate seamlessly with your decisioning solution to ensure frictionless investigations and streamlined onboarding experiences for your customers.

Things to Look For:

Visual UI

Ability to re-trigger decisioning or instigate downstream activity

Manual and automated case creation

Seamless integration with decisioning

Holistic entity overviews

Summary dashboards and queue management

Enable Frictionless Onboarding

Example Decisioning Flow

KYC Identity Authentication

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Application

Fraud Rules

Credit Checks

Decision

APPLICATION AGENT Streamline Onboarding Experiences For some organizations, face-to-face selling is still a key part of their business - but this means creating and amending applications manually as needed. Look for case management solutions that allow you to: • Manually enter and update application information with ease • Re-trigger the decisioning process when ready • View a summary

FRAUD INVESTIGATOR Reduce Fraud Losses Fraud threats are continually evolving and growing increasingly complex, especially at onboarding, sometimes requiring manual fraud investigations. Be sure you can: • Deep-dive into decisioning data via a visual UI • Enable roles-based controls for maximum agility • Monitor and control queue management for manual review

CREDIT RISK UNDERWRITER Treat Customers Fairly Decisioning flows will automate as much as possible, but often there is still a need for an expert credit risk underwriter to manually action a small number of referrals or exceptions. With an integrated case management solution you can: • Review and understand risk policy rules • Attach documentation and notes • Drive downstream actions after review

dashboard with all helpful info in one convenient place

Seamlessly integrate manual intervention into automated decisioning flows

Decisioning Rules + Data Orchestration

Optimized Third Party Data Enrichment

Credit Underwriter Alert Reviews

Automation of Final Decisioning Steps

Credit Risk Machine Learning Models

Fraud Investigator Alert Reviews

Benefits of Integrating Case Management into Decisioning:

• Streamlined onboarding • Improved customer experience • Better fraud detection and prevention

• Efficient case resolution • Optimized manual review • Review risk at a granular level • Seamless integration with automated decision flows and third-party data views

Discover how to enhance customer experience and operational efficiency with case management.

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