Fraud Resolution Improved with Shared Billing ID Tracking System

The client’s billing investigation team often struggled to validate suspicious credit claims tied to fraudulent billing IDs. These validations required coordination with multiple internal teams, resulting in slower time-to-resolution (TTR). Scalence stepped in to unify alerts and streamline collaboration—boosting productivity and reducing TTR.

Manual Coordination Slowed Down Fraud Investigations

Every case involving a potentially fraudulent billing ID needed manual follow-ups with onboarding and fraud teams. This created delays, increased workload, and impacted the speed and consistency of credit resolution.

Integrated Alerts and Shared Dashboards for Fraud Resolution

Scalence developed a collaborative framework to bring visibility and actionability into a single interface.

Key elements included:

• Database-level collaboration with fraud detection and onboarding teams
• A unified dashboard to flag customers claiming false credits
• Real-time alerts sent to relevant teams for action
• Reduced manual dependency through automated triggers

Better Collaboration, Faster Resolutions

The new system led to a 5–10% improvement in issue resolution, a 5% effort reduction, and a smoother working model between siloed teams—ultimately improving user experience.