Case Study

HSBC: Retaining customers with a local touch

"The banks with the best customer service retain customers and retain revenue."

The Business Issue

As one of the world's largest banking and financial services organizations, HSBC wanted to live up to its slogan: "The World's Local Bank". HSBC sought ways to standardize operations so their clients would receive the same attention and feel that is expected of a local bank. This included the need for a self-service application that customers could access anytime they had a need.

The Solution

The Global Payments Investigations (GPI) platform is the Pega-powered solution that receives all customer requests coming in via a variety of channels, and instantly directs the request to the appropriate party at HSBC so the inquiry can be responded to quickly and accurately. In addition, the new HSBCnet self-service portal also provides 24x7 support.

The Results

Eighty-seven countries with a HSBC presence have standardized on the GPI in less than 2 years. This has resulted in:

  • 70% cost savings over 2 years
  • 25% reduction in unresolved payment cases
  • 12% average faster case resolution

Related Resources

  • Discover how HSBC leverages Pega to deliver positive customer experiences on a global scale.

  • With Pega, the world's leading service organizations engage customers with omnichannel service.

Pega Customer Service

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Tags

  • Industry: Financial Services
  • Product Area: Customer Service
  • Challenge: Operational Excellence
  • Challenge: Customer Service