Failed standing order workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Failed standing order workflow

    The Failed standing order workflow enables bank agents to proactively manage failed standing orders on both business and personal deposit accounts. It guides agents through contacting customers, determining failure reasons, and deciding on corrective actions to resolve the issue efficiently. This workflow integrates with core banking systems and supports both manual agent initiation and automated case creation via an API.

    Show full answer Show less

    Key Features

    • Predefined and customizable workflow: Deposit administrators can tailor the flow to align with organizational business needs.
    • Case routing and task management: Cases and related tasks are assigned to agents across different departments via Workspace queues, with a playbook guiding agents through necessary steps.
    • Automatic case creation: Backend API detects standing order failures and triggers a deposit service case; deposit agents can also create cases manually.
    • Corrective action selection: Deposit agents update failure reasons and select corrective actions such as retrying, waiving, modifying, or canceling the standing order.
    • Automated task generation and routing: Based on the corrective action, the workflow generates deposit authorization tasks or child cases and routes them to appropriate back-office teams.
    • Retry and waive handling: For retry actions, the workflow creates a deposit authorization task, and upon approval, the agent retries the standing order in the core banking system and closes the task.
    • Child case management: For modify or cancel actions, corresponding child cases are created to handle the requests, ensuring structured resolution.

    Key Outcomes

    • Streamlined and consistent handling of failed standing orders, reducing operational delays.
    • Improved agent productivity through guided playbooks and automated task assignments.
    • Enhanced customer experience by proactively addressing standing order failures with clear corrective action plans.
    • Accurate tracking and closure of cases with state management ensuring visibility into resolution status.
    • Flexibility to customize the workflow to support specific business processes and policies.

    Learn how bank agents, using the failed standing order workflow, proactively contact a customer for a failed standing order for their deposit account and decide on an action plan. The workflow applies to both business and personal deposit accounts.

    The following diagram shows how the application helps bank agents handle a failed standing order for a deposit account.
    Figure 1. Failed standing order workflow example
    Workflow that shows how a failed standing order is handled using the Deposit Operations application. For the text description, refer to the workflow steps that follow.
    The deposit admin can review and customize this predefined flow based on the business needs of your organization.

    The following workflow routes the case and tasks for a failed standing order to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue. The case playbook guides agents through the steps that are needed to fulfill the request.

    As a deposit agent or via an API
    If the system observes a failure in the execution of a standing order from a deposit account, an API in the backend triggers a Failed standing order deposit service case. A deposit agent can also create this case.
    As back-office agents
    • A deposit agent works with the customer and finalizes the action plan.
    • In the case playbook, the deposit agent updates the failure reason, selects an appropriate corrective action in the Initiate and review stage, and submits the application for fulfillment.

    The workflow triggers next tasks or a case based on the selected corrective action and the assignment rules route the associated case or tasks to the appropriate back-office teams.

    Retry or waive a standing order occurrence
    If the corrective action based on the customer's request is to retry or waive off the standing order occurrence, the workflow automatically generates a deposit authorization task for the deposit agent.
    • A deposit authorizer (deposit agent) reviews the case details and approves the deposit task.
    • A deposit agent retries to execute the standing order for the deposit account in the core banking system and closes the retry deposit task in the playbook.
      Note:
      The Retry deposit task is generated only for the Retry corrective action.

    The case is complete and the state and stage of the case are set to Closed Complete.

    Creating a corrective action service case
    If the corrective action is to modify or cancel the standing order, the workflow automatically creates one of the following child cases to resolve the case:
    • Modify standing order
    • Cancel standing order

    The new child deposit case then handles this issue.

    After the child case is complete, the state and the stage of the parent case (failed standing order) are set to Closed Complete.