2025案例管理赋能跨境支付异常与调查流程转型研究报告

Case Management April2025 ContentsForeword: It’s time to transform E&I3Research methodology4Key findings5 Where are the pain points?9Counting the cost of inefficient E&I10 Chapter 4: Why now?26Securing a competitive edge27The ISO 20022 migration28 Foreword: It’s time to transform E&I As part of our vision and strategy to create instant and frictionlessglobal transactions, we’re working to enhance the customer experienceat every stage of the transaction. Regulators are trying to raise industrystandards too, with ambitions such as the G20 targets driving theindustry towards faster, more transparent, and cheaper payments. Cross-border payments have come a long way in recent years, notleast because of the improvements delivered by initiatives such asSwift GPI and Payment Pre-validation. But while we are seeing clear There are a number of reasons for this. E&I processes lackstandardisation, with numerous touchpoints throughout theinvestigation and the widespread use of unstructured, free formatmessages. As a result, much manual effort and cost is expended The result is considerable dissatisfaction, not just within banks’operations teams, but from customers who are often left in the darkwhile investigations are underway. This can have very real implications,with industry players reporting customer attrition rates of 3% ormore due to poor E&I experiences. In addition, some banks’ global These challenges present a great opportunity to remove friction fromthe E&I process once and for all, and we’re working with the financialcommunity to do so. As part of this collaboration, we’ve greatly Drawing on our recent research, as well as the insights we havegleaned from interviews with banks and corporates, this paper takesa closer look at how the industry can harness this opportunity totransform E&I. By doing so, we can support our community in offering Jerome PiensChief Product Officer, Swift Research methodology In this paper, we harness both quantitative and qualitative datafrom participating institutions to outline an industry business Initially, banking institutions and corporates from our CaseManagement pilot group evaluated the solution’s new capabilities.These institutions represented a variety of different sizes and werelocated across different geographical regions. We then undertook We sent a survey to a representative sample of banks, includinglocal, regional, and global institutions, gathering critical datapoints regarding current operational practices and anticipated The business case was constructed through a bottom-upapproach, leveraging the diverse data points collected. Byanchoring calculations on Financial Institution Credit Transfers(FICT) and Consumer Credit Transfers (CCT) volumes, while also To ensure the robustness of the business case outcomes,we also engaged in collaborative discussions with a CaseManagement pilot group made up of local, multi-regional, Key findings 1. Understanding the pain points in E&I 5-10 days Average time taken to resolve investigations Payment settlement times are now a quarter of what they werefive years ago, but E&I resolution times remain unchanged – sowhat’s holding back the industry’s ability to improve end-to-endE&I resolution? The need for numerous touchpoints betweendifferent actors throughout the payment chain – together with 2. Quantifying the industry opportunity $602 million Potential industry-wide profit impact of more efficient E&I Banks have much to gain by increasing the efficiency of theirE&I processes. Our research shows that banks can greatlyreduce their liquidity and operational costs, resulting in an overall 3. Tackling the challenges head-on 80% Potential time savings for cross border non-complexinvestigations By investing in Case Management, we’re addressing the painpoints in E&I for financial institutions around the world. Throughfeatures such as smart routing, automated status remindersand responses, and end-to-end tracking, community-wide Key findings 4. Why now? Corporates would direct their flows to banks that offer supportfor ISO 20022 compliance As the global migration to ISO 20022 continues, banks areincreasingly adopting standardised messaging – while thosethat are slow to do so risk falling behind. ISO 20022 presents an Chapter 1:Understanding Understanding the pain points in E&I Over the last five years, cross-border payment settlement timeshave improved dramatically, dropping from 96 hours in 2019 to just24 hours in 2024. And when it comes to transactions travelling over However, during the same period, the average end-to-end timetaken to resolve a single investigation has remained unchanged Payment enquiries can arise for a number of reasons, includingerrors and missing information, as well as compliance-relatedrequests for information (RFIs). Around 1-3% of payments result inenquiries, and resolving these queries takes time and resources. E&I tend to be very labour intensive. Investigations typical