Profile of our client

The ING Group is a Dutch multinational banking and financial services corporation headquartered in Amsterdam. The ING group services 61 million customers in over 40 countries. ING in the Netherlands handles 8.9 million accounts and has 268 branches.

The challenge

Within the Fraud management and Operations department, fraudulent activity on all ING products is continuously and securely monitored. Once a client activity, for instance a specific transaction or logging in to My ING is considered suspicious, this is immediately looked into and adequately acted upon. It is essential to handle these alerts with high speed and in a way that is customer friendly. This requires a high degree of automation of the alert handling and case management of suspicious fraudulent activities.

The solution

Finaps developed a “case management on top of” solution that is fully integrated within the current ING IT landscape. The application centralizes the required information so that agents can respond as quickly as possible, limiting the money at risk and customer impact.

The result

Integrating with the detection engine and client data sources, the application reduced work complexity and lead to a more user friendly experience. In order to safeguard the application’s continuity and continuously deliver customer value, a dedicated IT team was trained. Since going live in July 2013 the application has proven its stability, flexibility and transparency by not only adhering to the new development timelines but, proactively and continuously improving customer value.