Introducing Case Management

Vinodh Poyyapakkam

September 21, 2023

Manual case reviews can be one of the largest bottlenecks for onboarding and monitoring in the merchant risk space. When approached strategically, however, a merchant-oriented case management tool can be a significant unlock for business growth by 

  • Reducing the number of false positives
  • Shortening the time for manual reviews
  • Facilitating higher quality decisions by consolidating information in one platform

Coris’s new case management solution aims to do all of the above through a customizable dashboard for merchant reviews and decision-making across the merchant lifecycle.

Existing solutions lack merchant focus

Merchant risk management isn’t well-served by existing tools. While several tools have emerged to address onboarding, there are few tools focused on ongoing merchant risk monitoring. Of these, most analyze ongoing merchant risk in siloes. 

For example, many payment fraud tools just monitor payment events to evaluate merchant risk. However, many companies serving merchants need to evaluate them for risk holistically, analyzing for fraud, credit exposure and reputational risk. 

Case management tools should help streamline ongoing risk monitoring, but existing solutions lack the right workflow capabilities to manage merchant risk use cases. As a result, risk teams at payment processors and software platforms currently rely on a patchwork of tools for reviewing and deciding on merchant risk cases:

  • Manually search for merchant information on the internet
  • Pull merchant data from external data sources (Stripe, Snowflake, etc.)
  • Organize data and workflows across several spreadsheets and CRM systems
  • Enact decisions in a separate platform

Replacing spreadsheets with an all-in-one tool 

Coris’s case management system eliminates the need for “tool hopping” and offers one platform for managing information and risk workflows across the merchant lifecycle.

With our customizable platform and native integrations to payment processors such as Stripe, teams can generate risk alerts through our embedded rule engine or source alerts from 3rd party tools such as Snowflake and Redshift. These alerts can then be assigned to a risk analyst and reviewed and actioned in progressive queues. 

Why is progressive queuing important? Merchant alerts have a high rate of false positives, meaning the majority of alerts are not worth a deep investigation. Our queueing system allows analysts to triage incoming alerts and forward meaningful alerts to a secondary queue for a deep dive. This reduces the overall caseload and allows analysts to focus on the most significant merchant cases for the business.

Coris’s case management tool can be utilized throughout the merchant relationship. While onboarding is an obvious use case, the tool is also useful for ongoing monitoring and periodic reviews:

  • Ongoing monitoring: The tool allows teams to set up custom alerts each time a merchant breaches a threshold for chargebacks, payment volume, or other material events such as sudden spate of negative reviews. 
  • Audit reviews: Case management is constantly gathering information and signals on merchants, so it’s effectively building a system of record. This audit trail is essential for postmortems and audits, such as the mandatory periodic reviews that payment providers must conduct on high volume merchants.

Get started today

Case management is a natural extension of Coris’s mission to build an integrated merchant risk platform for the world’s fastest growing SaaS companies and payment processors. In the coming months we’ll build additional integrations with CRM tools such as Salesforce and Hubspot. This will streamline how risk analysts initiate and track communications with merchants.

Contact us if you’d like to learn more about case management, or request an integration.

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