The Problem

Due to regulatory changes, we needed to add some functionality to the Dispute Center as a stepping stone while we prepared to fully redesign the experience.

• • Citi had recently been fined $500M due to compliance oversights and Legal was cracking down across the board
  • Initially, the project was to be a rewrite to bring the tone closer to our updated brand standards and pave the way for a more comprehensive redesign (that is currently in progress)
  • Then, COVID-19 quarantines began and Citi was hit with a spike in disputes calls, plus the need to get their call center staff out of the office ASAP

The New Problem

Due to quarantines, we needed to expand the Dispute Center’s capabilities as quickly as possible, while accommodating new regulations.

• • When Citi couldn’t have all the call center employees in the office at the same time due to social distancing policies, wait times on the phone became astronomical
  • Simultaneously, customers were struggling to cancel spring and summer flights, and uncooperative airlines led to a spike in high value disputes

The Main Requirement

Make sure customers know we’re constantly working on reviewing their dispute, and make sure they know exactly where we are in the process, while staying within legal requirements.

The Results

130,000 calls deflected from the call center in just 3 months, with no degradation after initial quarantine-related traffic.

The Flow