Financial institutions have made great strides in automating back-office operations such as investigations and exceptions handling. Manual processes are being modernized using rules-driven Business Process Management (BPM) solutions, such as Pegasystems' Smart Investigate™ family of offerings. However, most organizations still lack the critical bridge between back-office processing and customer-facing operations, preventing them from delivering real-time information to customers across channels.

Self-Service for Smart Investigate™ complements Smart Investigate for Payments™ and Smart Investigate for Securities™ by integrating the bank's front and back offices for superior service.  It is a service-oriented business application (SOBA) that increases the value of a bank's investment in SmartBPM® by providing best-practice, yet highly configurable, capabilities. The solution framework extends status-inquiry, case-initiation, and case-update functions to call centers, branches, and even corporate customers via the bank's online platforms. The solution empowers customers and employees with better information, and differentiates the bank's offerings in an era of increasing commoditization and competition.

Benefits

• Differentiated customer service — Enterprise and customer access to investigations enables banks to distinguish their offerings, while flexible business rules allow them to deliver different types of functionality to different customer segments.
• Reduced operational cost — Empowering customers to initiate, track, and update their own investigations reduces the bank's labor requirement and operational cost.
• Faster time to market — Institutions deploy self-service capabilities faster with this pre-defined, best-practice framework.
• Increased business agility — Organizations can extend investigations functionality throughout the enterprise and beyond, while using rules to quickly change the functionality or presentation layer delivered to each channel and user community.

Flexible, service-oriented capabilities empower call centers, branches, and corporate customers to perform inquiry, initiation, and update activities.

Key Features

• Pre-defined Web services — Pre-defined interfaces expose Smart Investigate functionality — such as status inquiry, case initiation, case update, and transaction inquiry — as Web services, providing data or HTML to external applications in a highly tailored fashion.
• Sample user screens — Sample user portal and screens provide out-of-the-box examples of how self-service functionality is delivered to customers, branches, and call centers.
• Automated business processes — Pre-defined flows automate many steps following new-inquiry initiation to minimize or eliminate follow-up work required in the back office.
• SWIFTNet MA-CUG Support — Self-service can be further extended to enable SWIFTNet message exchange with corporate customers, for both Exceptions and Investigations and Cash Reporting solutions.
• Customer report cards — A report wizard supports the creation of customer-centric reports that combine volume, quality, and timeliness metrics across all product lines and inquiry channels.