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 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.
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
- Financial Services
- Customer Service