Regardless of its model, a marketplace brings buyers and sellers together, whether they are professionals or not. It is in the marketplace's interest to automate claim resolution to improve customer experience and operational efficiency.

With automation focusing on efficiency rather than quality, this is a real source of value for the company. This is the role of the Resolution Center!

Why integrate a Resolution Center into your marketplace?

Marketplaces bring together a multitude of buyers and sellers. With the explosion of e-commerce, transaction volumes are increasing, and the number of disputes and complaints is following suit. Handling them manually is costly, and undermines the value creation expected of an online model.

For Victorien De Doncker, "it's a bit unnatural to keep human processing on an exponential process, and that ends up being a financial bottleneck, especially given the level of social charges in France."

What's more, platform customers are by nature open to digital solutions and, above all, technologies are now available to optimise claims processing. "In such cases, it's best to offer an automated tool like our Resolution Center to manage a "mediation" phase and propose innovative resolution options tailored to each case. This also protects the reputation of marketplaces," continues our CEO.

At least, that's the approach we've taken in designing the Resolution Center.

What operations are involved?

A marketplace has no shortage of resources for optimising its claims processing. We invite you to consider the following levers, in this order:

• Centralise the online filing and tracking of claims;
• Automate claims processing (sorting, categorisation, prioritisation) using algorithms;
• Automate user notifications (receipt and claim status);
• Define a processing workflow, broken down into steps and tasks assigned to the right people;
• Integrate the IT systems of the stakeholders involved (carriers, etc.) to improve fluidity;
• Identify recurrences and patterns of complaints using machine learning, to act upstream, anticipate certain grievances before they become real complaints, and reduce their final number;
• Put a FAQ online to reduce the number of customer service requests;
• Automate parcel tracking to reduce delay-related queries and improve the customer experience;
• Automate the assessment of the simplest and most standard claims, and their reimbursement or compensation, using algorithms;
• Automatically solicit customer feedback after dispute resolution;
• Finally, give users access to information about their claim (timeframe, actions taken, etc.).

Beware, however, that "while these principles are virtuous, they are cumbersome to implement one after the other. It's better to opt for an all-in-one solution that incorporates this state-of-the-art, such as the Tripartie Resolution Center!" says Andréas Lambropoulos.

How do you achieve this automation?

Automating claims resolution requires rigorous planning and methodical implementation. As Victorien De Doncker neatly sums up, "by planning and putting intelligence upstream, you pay yourself in efficiency later on." Provided, however, that certain steps are taken.

The first step is to define your objectives. In concrete terms, "you're going to determine the types of claims you want to automate: choosing your battles is a matter of common sense, as the stakes vary and so do the consequences in terms of cost reduction," Victorien continues.

Then comes the choice of technology and tools adapted to these objectives, as we have seen above. A process that can take some time, if we include the drafting of specifications.

The next step is to integrate the automation tool(s). If connecting them to the marketplace's existing systems is tricky, Victorien explains that "Tripartie has taken particular care with this aspect by developing its Resolution Center, which is compatible with most market environments."

Finally, we need to ensure the quality and security of the data handled, and support the change process. Customer service staff will need to be trained in the use of the tools deployed.

More advantages than you might think?

Automating claims resolution is a virtuous circle. For a start, you reduce your processing times, because your Resolution Center is operational 24/7.

Then, by improving transaction processing (less waiting, feeling more listened to and understood), you reduce the risk of human error - common in manual operations - and achieve economies of scale. "In fact, you'll be boosting your customers' satisfaction levels, as well as your chances of winning their loyalty," argues Andréas.

But that's not all! Because the tools mobilised can collect and analyse claims data. According to our CPO, "the Resolution Center will identify trends and root causes of problems, ultimately improving your operations and decision-making, and standardising processing and quality levels. But you'll also avoid differences of interpretation and, through this learning system, capitalise on the best modes of resolution and the best compensations to be made according to the situation". This will not only have a major impact on your payroll costs, but also in terms of net value creation. Employees dedicated to these processes will be able to concentrate on more strategic tasks.

By combining the elements discussed, leveraging the right technologies and adopting a methodical approach, a marketplace can greatly automate its claims resolution process.

Now more efficient, faster and more transparent, the Resolution Center will improve the user experience and boost confidence in the platform, while optimising the use of resources.

Are you launching a second-hand project?

Tripartie enables retailers, marketplaces and large companies to enter the peer-to-peer and second-hand market rapidly, without operational and reputational risk.

Tripartie has a trust-based approach and provides a set of tools to ensure secure and compliant transactions, including an efficient User Dispute Resolution Center. Book a demo!

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