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Read more Case Management (CSR Interface) - Fraud Library
The Fraud Practice eCommerce Fraud Consulting Services
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.
Getting access to the data ...
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. This interface is a critical component of the risk tool kit, and is typically the most overlooked part of the organization.
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 forensics.
Considerations When Implementing or Buying This Functionality
- 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 Visa PCI?
- Link analysis is a MUST!
Estimated Costs –Can be found as a per transaction hosted solution, subscription price and software sale.
Alternative Solutions – CRM systems, point integrated solutions.
Vendors – Accertify, eFunds, MasterCard EMS, SHS Viveon.
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 companies operations team can use the interface to manually review risk transactions, to perform analysis on past fraudulent transactions, and to perform forensic analysis.
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