This Fortune 50 pharmaceutical powerhouse struggled to identify and tackle fraud with their external partners, tethering employees to manual, paper-based processes and workflows. They needed a user-centric solution to streamline fraud management processes and empower fraud investigators to put a lot of lost time—and potential recovery—back on the table.
To empower the Fraud Team to proactively detect and manage fraud cases, we immersed ourselves in their world, understanding their pain points and aspirations. We collaborated to concept their future-state vision through persona development, journey mapping and extensive workshops. By leveraging the power of ServiceNow to streamline critical tasks and provide access to crucial data, the team was fully equipped to track and fight fraud efficiently—and with confidence.