Société Générale Uses Pegasystems Rules-Driven Workflow to Improve Customer Service; Project Implements Pegasystems' PegaCRM Payments Investigations Template
CAMBRIDGE, Mass., March 26, 2001 — Pegasystems Inc. (NASDAQ: PEGA) today announced that Société Générale has implemented Pegasystems' PegaCRM Payments Investigations solution to automate the processing of payment investigations. The solution — which recently went into production at the bank's International Operations Division in Paris — will speed up the resolution of payment discrepancies, helping to reduce the risk associated with high value international transactions and to improve customer service.
Société Générale has implemented PegaCRM Payments Investigations, a customer service template developed to encapsulate Pegasystems' experience and knowledge in international payments processing. By capturing best practices within a standard template, Pegasystems can provide a much faster implementation process for complex solutions. The project at Société Générale was completed in just four months.
Société Générale's International Operations division provides services for clearing in several currencies and international payments processing. The bank required a solution that would enhance its customer service strategy by providing consistent, high-quality service across distribution channels. The first phase of the implementation enables 150 staff to use the Pegasystems' solution to provide improved customer service through traditional communication channels. Internet capability will be integrated into the solution later this year, giving customers the option of web-enabled self-service via the bank's extranet.
Pegasystems' PegaCRM Payments Investigations features automated correspondence and interfaces to the SWIFT messaging network and other back-office systems to improve operator productivity. The solution allows banks to help reduce the risk associated with payments processing by automating best practices and using rules-driven workflows to reduce the time and resources required to process payments. The solution provides a level of straight-through processing which supports the bank's CRM strategy, providing improved service to retain correspondent banks and attract new international banking customers.
"We were looking for a solution that could support our functionality and technical architecture needs, while also providing the flexibility to support the future growth of the company," said Emmanuel de Bouard, Worldwide Head of Global Clearing Services, Société Générale. "Pegasystems was able to meet all of our requirements, and having seen other customer implementations we were very impressed at the speed of implementation and efficiencies of the system. With Pegasystems, we expect to achieve our objectives of faster client responsiveness, improved investigator productivity and enhanced relationship management."
"We are delighted to help Société Générale realize their key objectives," said David Wells, vice president and managing director, North American and European services, Pegasystems. "Our workflow-enabled solutions give organizations the flexibility to change their business processes, putting control in the hands of the business. This is essential for an organization like Société Générale, where flexibility and scalability is often time critical."
PegaCRM Payments Investigations is one of a number of templates developed by Pegasystems to capture the best practices in customer care of key vertical markets. Powered by Pegasystems' rules-driven workflow automation, PegaCRM offers capabilities to integrate web, call center, and other channels to facilitate consistent, seamless customer service across multiple channels while allowing real-time personalization of each customer's service experience. Complete with a best practices "starter kit" for service interactions that includes easy-to-deploy rules-based capabilities that work with existing back-end applications, PegaCRM helps save companies both time and expense when implementing their eCRM strategies. PegaCRM can be deployed with vertical capabilities in other financial services as well as payments investigations, such as securities investigations, retail banking, commercial banking, private banking and loan/mortgage origination.
The solution is implemented on a HP-UX platform, with a Sybase relational database and a web interface at the front-end.
The next phases of the project will focus on further developing the functionality of the Pegasystems solution across Europe and extending the solution to other areas of the bank, such as securities.
About Société Générale
The Société Générale Group is a major European player, recognized for its profitability and its capacity for innovation. This successful financial performance is a result of selective growth that involves all the Group's business lines: Retail Banking, Corporate and Investment Banking, and Asset Management and Private Banking. Sales innovation and new technologies lie at the heart of the Group's development strategy, enabling it to offer its domestic and international customers solutions that correspond exactly to their needs.
Certain statements contained in this press release may be construed as "forward-looking statements" as defined in the Private Securities Litigation Reform Act of 1995. These statements involve various risks and uncertainties which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include the impact of pending regulatory proceedings, material weaknesses in the Company's financial control environment, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company's growth, and other risks and uncertainties. Further information regarding these and other factors which could cause the Company's actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company's quarterly report on Form 10Q for the quarter ended September 30, 2000 on file with the Securities and Exchange Commission.
Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at www.pega.com.
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