Industry accolades continue to roll in for Auto-resolution specialist

Reading, UK – 27 June 2011 – Adeptra, the leader in Auto-resolution technologies that span the consumer lifecycle, today announced that a Santander project using Adeptra Auto-resolution™ was named a winner at the 2011 Credit Today Awards. The joint submission from Adeptra and Santander picked up the ‘Best Use of Technology’ award, fighting off tough competition from industry competitors and comes only a few months after Adeptra’s success in the FST Awards for its anti-fraud solution implemented at Nationwide.

Karen Tyler, head of fraud strategy at Santander said: “The successful implementation of Adeptra Auto-resolution has helped us to revolutionise the Santander approach to fraud detection. Our customers receive an unrivalled service through being better informed and the bank has reduced the level of fraud losses incurred.” She continued: “Delivering the highest level of service to the consumer has always been at the heart of our vision and this award win acknowledges the efforts we’ve made, and will continue to make.”

The winning entry highlighted the company’s use of Adeptra technology which initiates a call to the consumer in real-time, triggered by alerts that are generated by transaction monitoring systems. The automated process uses pre-recorded scripts and text-to-speech technology to interact with the cardholder, validating their identity, and providing consumers with the opportunity to confirm a number of transactions leading to immediate resolution of the suspect transactions. If the cardholder is unable to verify their identity or recent transactions, they are immediately connected with a live fraud agent to investigate further.

The Santander solution is an enterprise-wide fraud and automated contact solution, encompassing all transactions and activity that occurs across the consumers’ full portfolio. This allows the bank to view the consumer as a single person, and look at all the activities relating to that person - not just at the transactional risk level. As a result of the solution, consumer contact is now typically made within 30 seconds of the point of sale transaction and Santander has seen an overarching increase in the speed of fraud detection. This change to the fraud notification and resolution process has resulted in improved customer satisfaction levels and also means that customer funds are better protected. 

Bill Brown, director of worldwide product strategy for Adeptra said: “The Credit Today Awards are vitally important for the banking and credit industry as they are recognised as an authoritative endorsement of best practice within the industry.” He continued: “With Adeptra technology underpinning the Santander solution, this partnership is leading the way in consumer protection, as we work together to deliver accurate and real-time conversations that provide an improved consumer experience, while reducing the bank’s exposure to fraud losses.”

The awards ceremony, which is considered to be the biggest industry gathering and most prestigious celebration in the credit event calendar, took place at Grosvenor House in Park Lane, London on 12 May 2011.