"Instead of 3-4 hours a day, it's like a 10 to 20 minute exercise."
As Manager of Merchant Processing and Fraud Prevention at Outlook Amusements, AJ Hernandez had spent two decades building expertise in chargeback management. With a hands-on approach and deep industry knowledge, he had achieved respectable win rates and built a successful dispute management operation.
“I was very hands-on in the chargeback space and it was almost kind of part of the identity of the role,” AJ explained. “I felt I was pretty successful in the industry that we’re in.”
However, as the company continued to grow and evolve, leadership recognized an opportunity to optimize operations further. The existing process, while effective, required significant time investment:
Opportunities for Optimization
Strategic Vision
As the company streamlined operations and focused on efficiency, leadership saw potential to reallocate AJ’s expertise toward more strategic initiatives like industry learning, process improvements, and proactive fraud prevention, while maintaining or even improving dispute performance.
The goal wasn’t to fix something broken, but to elevate an already successful operation to new heights.
When Outlook Amusements’ leadership suggested exploring Justt’s AI-driven dispute management platform, AJ was initially hesitant to change a process that was working well. But the promise of enhanced efficiency, something he highly valued, convinced him to give it a try.
Seamless Onboarding
The implementation process exceeded expectations. “Onboarding was real easy,” AJ noted. “Every success manager that we came across was just as helpful or more helpful than the previous.”
Comprehensive Features
The platform’s continuous product enhancements, including features like the evidence gallery, demonstrated Justt’s commitment to evolving beyond basic chargeback response services.
The transformation exceeded expectations. While AJ initially anticipated comparable results to his proven in-house approach, Justt’s platform unlocked new levels of performance.
Exceptional Time Savings
Enhanced Win Rates
Strategic Advantages
“Instead of going to three or four systems and pulling individual cases and individual information, now it’s more of a daily, ‘Let’s see what needs enrichment, let’s see what I can add to it,’” AJ explained. “So instead of 3-4 hours a day, it’s like a 10 to 20 minute exercise.”
Compounding Success
By implementing Justt while simultaneously executing their own chargeback reduction initiatives, Outlook Amusements achieved what AJ called “double-fisted success”, fewer disputes overall combined with significantly higher win rates on the cases they do receive.
Looking back, AJ’s perspective has completely transformed. “When I look back at the year, I can’t believe that I was as hesitant as I was initially,” he reflected.
What made the difference? The combination of tangible results, continuous product innovation, and exceptional support from the Justt team. The platform didn’t just maintain the success AJ had already built, it amplified it, while freeing him to focus on higher-value strategic work.
The partnership demonstrates that even successful operations can reach new heights with the right technology solution. By automating time-intensive tasks and leveraging AI-driven insights, Justt enabled Outlook Amusements to achieve better outcomes while reallocating valuable expertise toward strategic growth initiatives.
For business leaders considering how to scale successful operations, AJ’s journey offers a compelling lesson: innovation doesn’t mean abandoning what works, it means elevating it to work even better.
Want to learn how Justt can help elevate your dispute management performance?
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
