Blackhawk Network partners with Coforge, ServiceNow to streamline dispute resolution

Blackhawk Network (BHN), a global provider of branded payment solutions, has partnered with Coforge and ServiceNow to modernise and automate its dispute resolution processes.  

Coforge, a digital services firm, has successfully implemented ServiceNow’s Financial Services Operations (FSO) Dispute Management module for BHN. The platform uses Artificial Intelligence (AI) and automation to simplify and speed up dispute handling, a process that is often time-consuming and resource-intensive in the financial services sector. 

The technology helps BHN manage customer transaction disputes more efficiently by providing real-time analytics, case summarisation, and greater transparency. These features support faster case resolutions and improve compliance with financial regulations. 

This implementation is part of a broader initiative that includes the creation of a Generative AI Center of Excellence by Coforge and ServiceNow. The center combines AI frameworks from both companies to support ongoing innovation in financial services. 

Coforge has also developed tools like DisputeXelerate and DisputeManage.AI to support financial institutions in handling disputes. These tools aim to enhance the dispute resolution experience and address a range of business needs. 

“The implementation of the FSO Dispute Management solution has streamlined our operations and improved our ability to address customer concerns promptly and effectively. We are already seeing the impact in terms of customer satisfaction and operational efficiency,” said Pedro David Reyes, Sr. Director, Customer Service Operations at BHN.