Case Study: Royal Bank of Canada achieves faster, automated card dispute resolution with Pegasystems

Royal Bank of Canada launches disputes management journey in 90 days

Royal Bank of Canada (RBC), Canada’s largest bank serving 17 million clients, was struggling with an antiquated card dispute process that was slow, hard to use, and unable to keep up with rising fraud and dispute volumes. RBC needed a faster, more transparent digital experience for both clients and employees, while also improving cycle times and enabling straight-through processing. Pegasystems provided Pega Smart Dispute™ to help address these challenges.

Pegasystems implemented the solution using an agile approach and delivered a minimum viable product in just 90 days, starting with small-dollar disputes and then expanding to more complex cases like fraud and Mastercard disputes. The result was automated dispute resolution, improved user experience, and stronger compliance through guided processing; 95% of dispute agents now feel confident about the future of disputes.

Royal Bank of Canada