Credit Lyonnais Implements Pegasystems' Smart BPM Software to Manage and Automate Payment Investigations
CAMBRIDGE, Mass., Nov. 12, 2003 — Pegasystems Inc. (NASDAQ: PEGA), a leading provider of rules-based, smart business process management (BPM) software, today announced the implementation of its PegaINTEGRATED Investigations application at Credit Lyonnais. A Pegasystems customer since 1998, Credit Lyonnais has migrated to this Web-based application, which is providing customer-focused case management and workflow facilities for the investigation of claims related to payment transactions. With a comprehensive set of prepackaged business processes specifically designed for international payment investigations, Pegasystems' smart BPM software enables financial services organizations to help improve the quality and productivity of claim processing while focusing on providing high quality customer service. Credit Lyonnais' implementation of the Pegasystems solution went "live" in the first quarter of 2003.
"Having identified customer service as a top priority for the bank, we have restructured the organization to become more customer-facing, and have retrained our personnel to offer a superior level of service," said Huguette Murat, head of Customer Service, Credit Lyonnais. "Pegasystems' software enabled our staff to resolve payment exceptions much more quickly and access the information they need to respond to customer inquiries immediately."
Credit Lyonnais implemented this new system to help stay ahead of the competition in responding to the needs of an increasingly demanding customer base. The new software provides the ability to prioritize, organize and manage outstanding work according to business policies and procedures, with audit history providing a full trace of activity on the investigation. Real-time access to SWIFT and payment transaction data enables the user to see a holistic view of the claim presented via a simple-to-use graphical user interface, with pre-formatted outbound responses, which are generated automatically.
Built on Pegasystems' rules engine, PegaINTEGRATED Investigations software provides a single portal to access and process requests across multiple channels and lines of business. The solution gives staff a global picture of customer accounts. It is designed to enable a single representative to handle international payment transaction queries before money gets lost through fluctuations in foreign exchange rates or missed interest payments. The technology automates processes within Credit Lyonnais' Back Offices and Financial Institution Division's client services department. Spanning both the middle and back offices, the software integrates with the bank's legacy systems, running on IBM mainframes, and presents end users with an intuitive interface based on Microsoft Windows. It is also integrated with e-mail and the SWIFT international financial communications network. Automating investigations and exceptions processing eliminates the need to pass a customer request from one department to another, and helps provide faster, more cost-effective customer service.
"Credit Lyonnais was an existing customer that was very happy with their system, but needed to completely re-engineer their existing investigations and customer care platform," said David Wells, vice president and managing director, Pegasystems Europe. "Driving change by standardizing and automating key processes throughout the international payments' middle and back offices has helped to dramatically improve process efficiency and customer service. And because our solution automates routine tasks, Credit Lyonnais' staff can focus its attention on processes where they can really add value, and on offering a higher quality of service to banking partners, corporate clients, and other customers."
About Credit Lyonnais
The Credit Lyonnais Group, based in Paris, France, is a major international banking and financial services group, with total assets of $257 billion and total banking income of $7.9 billion. Present in over 60 countries, Credit Lyonnais provides a comprehensive range of products and services to more than six million individuals and self-employed professionals, as well as some 60,000 small to medium-sized businesses in France, and 510 multinational corporations worldwide.
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