Every issuer eventually faces the same core decision: keep customising an internal system that was never quite built for the job, or hand dispute management over to a platform designed for it from the ground up. Both paths work for some banks. Neither is automatically right for yours.
The build vs. buy decision looks simple on paper, cost versus control, but the real trade-offs show up later: in the engineering time a "quick fix" quietly absorbs, in the compliance updates a homegrown system can't keep pace with, or in the customer experience that suffers when dispute volumes spike faster than an in-house tool can scale. This webinar breaks down what actually separates a good decision from a costly one.
What you'll learn:
- Why dispute management is harder to get right than it looks, and what's actually at stake when the process breaks down.
- The operational and compliance challenges banks run into most often, regardless of which path they choose.
- The real factors that should drive a build vs. buy decision, beyond just upfront cost.
- Where the hidden costs of in-house customisation tend to surface, often long after the initial build is "done."
- How to balance rising dispute volumes with the customer experience your cardholders expect.
Building in-house can feel like the safer, more controlled choice, until the ongoing maintenance, compliance upkeep, and scaling costs start adding up in ways the original business case never accounted for. Buying, meanwhile, raises its own questions about flexibility, data ownership, and vendor dependency.
This session gives you a clear framework to weigh both paths honestly, backed by real-world examples from institutions that have made this call in both directions. From cost and flexibility to speed and long-term scalability, we weigh the pros and cons of both approaches. Hear real-world examples, learn the hidden costs, and leave with a clear framework to guide your decision.