Most fraud and dispute leaders I talk to are running operations with limited visibility. They’re tracking a handful of high-level KPIs, like resolution rates and chargeback wins, but those numbers only tell part of the story. And when the data is incomplete, the processes that follow are too.
That’s not a criticism, but it is the reality of an industry where benchmarking data is hard to come by. There’s no common data-sharing standard across financial institutions, so most leaders genuinely don’t know how they stack up. They’re left optimizing in a vacuum.
What the ecosystem makes possible
Quavo processes over 15 million disputes annually, and that serves as the foundation of something genuinely useful: the ability to bring real, granular, apples-to-apples performance data to every client conversation I have.
When an institution is struggling with high reopen rates, I don’t just flag it as a problem. I can run an analysis, trace the pattern, and show exactly where the deficiency originates. In one case, we identified that a team was accepting nearly all reopens, even after spending days reviewing them. No one had surfaced the upstream source of the errors driving those reopens in the first place. We brought that to leadership. They fixed the process. The rework disappeared.
That’s the difference between knowing you have a problem and knowing why you have one.
Benchmarking that really means something
One of the most valuable things I do is find a comparable institution — similar type, transaction volume, payment mix — and bring their anonymized performance data to the table. Not to embarrass anyone, but to open a conversation: here’s what’s possible, here’s what they changed, here’s how you get there.
It’s a collaborative effort. Clients bring pain points to me, and I bring pain points to them that they didn’t know to look for. Either way, we’re working from the same data, and that changes the quality of the conversation entirely.
Making your case at the top
There’s another dimension to this that I find myself talking about more and more: the business case. Dispute management doesn’t have to look like a cost center. With the right data, you can show leadership exactly how optimized staffing, improved recovery performance, and smarter use of existing integrations are reducing revenue leakage and putting real dollars back on the table.
That story is hard to tell without the data to back it up. With it, it’s hard to ignore.
Insights at the point of decision
We also embed this data where it matters most: directly in the platform. When a dispute comes in, users can see the likelihood it will be paid, denied, or recovered based on outcomes from similar transactions across our ecosystem. It’s not a report someone has to pull. It’s having experience on your side, right when you need it.
That’s the version of “making it right” I’m trying to help every client get to: not just resolving disputes, but building the kind of operation where the right call gets made faster, the data tells a compelling story, and the results compound over time.
It pays to make it right. We help make sure you can prove it.
