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Dispute Resolution Reinvented: Blackhawk Network Goes Live with Coforge and ServiceNow for Seamless Case Management

Updated: May 07, 2025 10:01

Image Source: Bar And Bench
Blackhawk Network, a global leader in branded payments and gift card solutions, has selected Coforge and ServiceNow to transform its dispute management operations, marking a major milestone in financial services innovation.
 
Key Highlights:
  • Go-Live Success: Blackhawk Network has successfully gone live with ServiceNow Disputes Management, implemented by Xceltrait Inc., a Coforge company. This collaboration brings a sophisticated, AI-powered workflow to handle transaction disputes, aligning with Blackhawk’s vision for operational excellence and superior client service.
  • Digital Transformation: Leveraging ServiceNow’s Financial Services Operations (FSO) module, the new system digitalizes and streamlines the entire dispute management process. This ensures faster case resolution, reduced manual intervention, and improved accuracy, driving greater scalability and agility for future growth.
  • Enhanced Efficiency: The solution is designed to mitigate risks, elevate service quality, and provide a consolidated view of disputes for analytics and reporting. Early results show significant reductions in resolution time and error rates, with AI and data analytics boosting categorization accuracy to over 90%.
  • Strategic Collaboration: This project underscores the power of partnership between Coforge and ServiceNow, combining deep industry expertise and cutting-edge technology to address one of the most complex and customer-sensitive challenges in financial services.
  • Commitment to Innovation: Both Coforge and Blackhawk Network remain committed to further optimizing the ServiceNow platform, aiming to deliver even greater value to clients and stakeholders in the evolving digital payments landscape.
This transformative initiative sets a new benchmark for dispute management, positioning Blackhawk Network at the forefront of digital financial operations.
 
Source: Coforge, LinkedIn Announcements

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