Case Management, also known as CSR Interface, is used to manually review transactions, perform analysis on past fraudulent transactions and to perform forensic analysis.
Most companies choose to use existing CRM systems and rely on vendor specific point solutions. This means they have to open and review multiple different applications in order to complete a single case. Applications specifically designed for risk management will combine data from multiple different data sources to make it easier and faster for the risk team to review transactions and to perform forensic
THE FRAUD PRACTICE
KEY NOTES
Alternative Solutions - CRM systems, point integrated solutions
Building this In-House - N/A
Estimated Cost - Can be found as a per transaction hosted solution, subscription price and software sale.
Sample Venders - Accertify, CyberSource, Kount
CASE MANAGEMENT (CSR INTERFACE) TECHNIQUE OVERVIEW
The Case Management, CSR Interface, is used by the risk team to review high risk orders, conduct investigations and clean up activities related to risk management. Key considerations when implementing or buying this functionality include:
How well does the application support adding additional data feeds? Is it a black box approach, or can you integrate other services?
Can you customize the interface for your business workflow?
Does it support queing and hierarchy?
Does it support user roles?
Does it comply with PCI?
Link analysis is a MUST!
HOW DOES IT WORK?
Typically these systems are running in parallel to existing systems, and will allow your exisitng eCommerce stream to submit transactions to the system in real time or batch mode. They produce the capability for workflow using rule based queuing and manual routing. A company's operations team can use the interface to manually review risky transactions, to perform analysis on past fraudulent transactions and to perform forensic analysis.
HOW DO YOU USE THE RESULTS?
Typically these systems are running in parallel to existing systems, and will allow your exisitng eCommerce stream to submit transactions to the system in real time or batch mode. They produce the capability for workflow using rule based queuing and manual routing. A company's operations team can use the interface to manually review risky transactions, to perform analysis on past fraudulent transactions and to perform forensic analysis.