Rapid expansion resulted in fragmented dispute management processes, with more than five disparate client-facing platforms causing inefficiencies such as duplicate entries, incomplete data, manual reconciliations, and regulatory compliance difficulties. These operational challenges hindered productivity and compromised member satisfaction.

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Key issues included:

• Redundant Disputes: Frequent duplication across disconnected systems

• Incomplete and Inconsistent Data: Gaps in information and data mismatches from various channels.

• Manual Overheads: Labor-intensive reconciliations and record keeping.

• Compliance Risks: Difficulty maintaining Regulation E compliance within fragmented workflows.

To address these issues and support sustained growth, the cooperative required an integrated, scalable dispute management solution.

Accellor spearheaded the transformation by designing and implementing a comprehensive dispute management system using Salesforce Financial Services Cloud (FSC) and Salesforce Experience Cloud. The solution focused on centralizing data, automating repetitive processes, and providing members with enhanced self-service capabilities.

The primary components of the solution included:

• Unified Dispute Management Platform: All disputes were consolidated into a single, centralized system to provide consistency and eliminate redundancies.

• Automation and Streamlined Processes: Intelligent workflows automated duplication checks, ensuring accurate and efficient dispute resolution.

• Self-Service Empowerment: Members were equipped with intuitive self-service options, accessible through mobile, online, and branch-level engagement.

• Data Accuracy and Visibility: A single source of truth for dispute records enhanced reliability and operational transparency.

• Regulatory Compliance Automation: Fully automated compliance mechanisms seamlessly addressed Regulation E requirements.

Accellor’s domain expertise and implementation rigor created a powerful, scalable infrastructure aligned with the cooperative’s operational requirements and growth ambitions.

The advanced dispute management system resulted in:

• Increased Productivity: Staff efficiency improved by 50% through automation and process consolidation.

• Faster Resolutions: Average dispute resolution time decreased by eight minutes per case.

• Elevated Member Satisfaction: Enhanced processes and improved self-service options led to higher satisfaction scores.

• Regulatory Compliance: Automation enabled consistent and reliable adherence to Regulation E.

By leveraging Accellor’s expertise and Salesforce’s capabilities, the cooperative achieved a new standard of operational effectiveness in dispute management, reinforcing its commitment to member value and service excellence.