MBNA – Digital Communications Hub
The Digital Communications Hub has revolutionised the way MBNA communicates with customers about potential fraud on their credit card. With time of the essence when a potential fraudulent situation occurs, the system has been developed to engage with the customer as quickly as possible via an interactive multi-channel, real-time alert capability, starting with whichever communication method (text, voice, and email) would reach the customer fastest. If a response is not received the system automatically ‘bounces’ the query on to the next channel, until a response is obtained. Business rules are incorporated determining the time allowed to wait for a response before moving to a new channel, based on the characteristics of the fraud alert – transaction value, time of day, location or PoS decline – and these allow the customer to self-serve at a time convenient to them. Significantly, if the transaction is genuine, the customer response will automatically allow an over-ride of the fraud alert, ensuring the custom can continue using their card immediately. Acting in real-time, this entire process takes less than a minute. Equally, an indication of fraud will immediately trigger action by a Fraud Expert. The service provided by the Hub has led to increased levels of customer satisfaction.