One correlated timeline for every disputed charge, top-up and payment — from usage and rating to the bill, the payment channel and any adjustment — so care and billing teams can answer “why was I charged?” in minutes, not after a chain of hand-offs.
The pressureBill shock and slow dispute handling are leading churn triggers in a saturated market.
Why it matters to an operator executiveA disputed charge is a moment of truth. One correlated timeline lets care answer “why was I charged?” on the first call — protecting the relationship, controlling credits and fixing the root cause.
Highlighted: the stages this use case changes. See how our services map to it →
The fraud and revenue-assurance use cases come together in the SENTINEL command centre →
We start from the KPI an executive owns, not from the technology — then work back to the decisions, data and agents that move it.
Dispute baseline and value case
Correlation keys, resolution policy, care journey
Timeline and agent squad for one dispute category
Care and billing teams on the approval queue
More categories; root-cause fixes; managed operations
Same five phases on every engagement; the pilot (phase 3) runs on your data with your team. How the methodology works →
A disputed charge touches usage records, rating, billing, the payment channel and the care system. Agents in the contact centre rarely see all of it.
Usage, rating, invoice, top-up and payment events sit in different BSS, OSS and payment platforms with different keys.
Care escalates to billing, billing asks IT for records; the subscriber waits and the case ages against its SLA.
Without linking disputes back to rating rules, bundles or payment failures, the same error produces the next wave of complaints.
RESOLVE links the lifecycle of each charge and payment into one timeline, then routes the case with the evidence attached.
Six agents do the evidence gathering and drafting; care and billing owners approve credits and adjustments.
How many lifecycle events are captured per transaction, which keys link them and which systems they come from — the correlation layer every dispute timeline is built on.
Figures load live from the demo platform. The demo data set models the charge, top-up and payment lifecycle (charge request, rating, settlement, posting, reconciliation and disputes); case-level care records are connected in client deployments.
Every charge-and-payment event is captured, from charge request through rating, settlement, posting and reconciliation. Disputes are raised on a minority of transactions, and fewer than half of those have a recorded response — the gap the customer feels. Correlation needs several keys, none dominant, so single-key look-ups miss evidence.
One dispute category resolved on first contact more often, with every credit inside policy and its evidence attached.
RESOLVE gives care, billing and assurance teams the same evidence at the same time.
Contact centre
Billing team
Assurance team
Compliance team
How correlated dispute intelligence compares with the way many billing disputes are handled today.
| Capability | RESOLVE | Manual investigation | CRM notes | Email chains |
|---|---|---|---|---|
| Evidence gathering | Automatic across systems | Record requests to each team | Partial, care-side only | Forwarded screenshots |
| Root cause | Proposed with evidence | Analyst judgement | Not captured | Not captured |
| Adjustment control | Policy plus named approver | Manual approval | Free-text notes | Unclear ownership |
| Audit trail | Every step logged | Partial | Partial | Scattered |
| Learning loop | Causes fed back to rating and bundles | None | None | None |
RESOLVE reads usage, billing, payment and care data through the Data Fabric and writes decisions back to the care and billing systems. About the framework →
Capabilities, not promises: we baseline your dispute volumes and handling times in discovery before sizing the benefit.
Care sees the whole charge history in one place instead of waiting on billing and IT.
Adjustments follow policy and a named approver, with the evidence attached.
Root causes are traced to rating rules, bundles and payment failures and fixed at source.
Complaint timelines and decisions are logged end to end.
We usually start with one dispute category — for example data-bundle charges or failed top-ups — and the systems it touches.
Baseline dispute volumes, categories and handling times; map the systems and keys each category touches.
Weeks 1-2Correlate lifecycle events for one category, stand up the agent squad and the approval queue for care and billing.
30-45 daysAdd categories and channels; feed root causes back to rating and product teams; optional managed service.
Ongoing