EvonSys modernizes cross-border payment investigations

From services expertise to product innovation

For more than a decade, EvonSys has helped financial institutions transform complex business processes through technology. As the company expanded its footprint across North America, EMEA, and APAC, it developed deep expertise in the payments ecosystem and observed a persistent challenge: cross-border payment investigations remained largely manual, expensive, and time-consuming.

That insight led to the creation of TracEI, a next-generation payment investigations platform designed to help banks automate the processing of payment exceptions and investigations while maintaining compliance with evolving industry standards. According to Andy Elliott, Vice President of Product Strategy at EvonSys, the company saw an opportunity to combine its domain expertise with the power of Launchpad to bring a modern solution to market quickly.

Why cross-border payment investigations need modernization

Cross-border payments form the backbone of global commerce. Yet when something goes wrong, investigations can become highly complex.

A single payment may pass through multiple banks before reaching its destination. If a payment is delayed, sent in error, or never received, investigators often need to coordinate across multiple institutions to determine what happened. Traditionally, this process involves manual research, email exchanges, and multiple disconnected systems. Investigations can take several days to resolve and require significant operational effort.

At the same time, the industry is undergoing major change with the adoption of ISO 20022 messaging standards and the introduction of SWIFT Case Manager. Banks around the world must modernize their investigation processes to remain compliant with these evolving standards.

Recognizing both the challenge and the opportunity, EvonSys built TracEI to help financial institutions achieve compliance while improving efficiency and customer experience.

What Is TracEI?

TracEI is an intelligent case management and workflow automation solution for cross-border payment investigations. It helps banks manage exceptions and investigations from initiation through resolution.

The platform uses AI-powered natural language processing (NLP) to interpret incoming requests and determine the appropriate next steps. When an investigation is initiated, TracEI can:

• Analyze incoming emails and SWIFT messages
• Extract key information such as payment references, dates, and amounts
• Search for related transactions
• Call APIs to retrieve relevant payment data
• Apply decision logic and routing rules
• Automatically create and assign investigation cases
• Maintain a complete audit trail throughout the process

The result is a streamlined experience that enables investigators to focus on decision-making rather than administrative tasks.

The power of combining AI and deterministic workflows

One of the most compelling aspects of TracEI is its balanced approach to AI.

Rather than applying AI indiscriminately, EvonSys uses AI where it delivers the most value: interpreting incoming communications and extracting intent. Once that information has been captured, TracEI leverages deterministic workflows to drive consistent, predictable, and auditable outcomes.

This approach is particularly important in financial services, where compliance, transparency, and traceability are critical requirements.

As Andy explains in the webinar, Modernizing payment investigations, the platform eliminates the need for investigators to jump between systems, manually gather information, and manage communications separately. APIs retrieve required data in the background, correspondence is tracked automatically, and investigators receive a complete view of the case in a single workspace.

Why EvonSys chose Launchpad

For EvonSys, selecting the right foundation was critical.

At its core, TracEI is a sophisticated case management and workflow automation application. Building every foundational capability from scratch would have significantly increased development time and complexity.

Launchpad provided those capabilities out of the box.

According to Andy, Launchpad's native strengths in workflow automation, case management, integrations, auditability, and process orchestration allowed the EvonSys team to concentrate their efforts on what makes TracEI unique: their industry expertise and intellectual property around payment investigations

Had we decided to build TracEI from scratch, we would have had to build all of the case management and workflow automation capabilities from the ground up. We had a significant head start by using Launchpad.

-Andy Elliott | VP of Product Strategy, EvonSys

The platform also provides capabilities that are particularly important in regulated industries, including:

• Case lifecycle management
• Workflow orchestration
• Audit trails and history tracking
• Document and attachment management
• SLA management and escalation
• Reporting and operational insights
• Secure, scalable architecture
• Speed to market and continuous innovation

Because Launchpad handled much of the foundational platform functionality, EvonSys was able to move quickly from concept to product. The team spent its time designing the workflows, integrations, and automation capabilities that address the real-world challenges faced by banks.

Just as importantly, Launchpad enables ongoing evolution. As payment standards and regulations continue to change, EvonSys can update workflows and compliance requirements efficiently without requiring customers to undertake major redevelopment projects.

Looking ahead, the company plans to expand TracEI's capabilities with additional payment networks and enhanced AI-driven functionality, including agentic experiences that can further assist investigators throughout the investigation lifecycle.

Turning deep domain expertise into outcomes

TracEI demonstrates what's possible when deep industry knowledge is combined with a purpose-built application platform.

By leveraging Launchpad's workflow and case management foundation, EvonSys transformed years of payments expertise into a modern SaaS product that helps banks address regulatory change, improve operational efficiency, and deliver better experiences to their customers.

For organizations looking to build industry-specific software without spending years developing foundational capabilities, TracEI serves as a compelling example: focus on your unique expertise, let Launchpad handle the platform, and bring innovation to market faster.