Ticket Accuracy & Fraud Investigations Improved via Automation

The client’s fraud investigation team handled multiple tickets every day, each requiring manual updates to time-critical fields like escalation dates and fixed-time completion. This manual process led to inconsistencies and prolonged handling time. Scalence delivered an automation solution that removed all manual touchpoints and ensured real-time accuracy in ticket reporting.

Manual Tracking Slowed Down FMR Reporting

Each time a ticket was raised, the team had to update fields manually with fixed-time and date values, increasing the risk of error and inconsistency. The effort spent on repetitive updates detracted from higher-value investigative tasks.

Automated Population of Time-Critical Fields

Scalence built a backend automation that linked ticket IDs with pre-defined logic to fetch relevant date stamps and update tracking sheets in real time.

Key elements included:

• SQL-based extraction of ticket IDs and associated date fields
• VLOOKUP integration to automatically populate FMR and Fixed-Time fields
• Elimination of all manual inputs
• Seamless updates for accurate reporting and audit

Streamlined Workflows and Data Accuracy

This automation brought precision and consistency to the ticketing process, reducing the turnaround time for investigations and ensuring error-free compliance with reporting standards.