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Case Study

HSBC: Global payments investigation solution across 87 countries

  • Streamline and automate payment exceptions and investigations globally
  • Provide consistent, high quality service everywhere, while retaining local knowledge and feel
  • Enhance client self-service through HSBCnet

“HSBC’s GPI initiative has transformed the bank’s operations in a key area of client service by giving clients added confidence that any payment inquiry will be resolved quickly, efficiently, and with a single point of contact.”

Andrew Long Head of Global Transaction Banking, HSBC

The Business Issue

Known for its global scale and reach, HSBC was challenged to standardize worldwide operations so that clients experienced the same high-quality service regardless of location. However, HSBC wanted to maintain its status as “The World’s Local Bank”, providing the personalized attention and experience of a local bank.

Specifically, HSBC sought to standardize payment-related inquiries and exceptions on a single platform and offer self-service. With inquiries and exceptions resulting from one to three percent of every payment made, HSBC needed a solution to manage millions of requests. The company believed by streamlining and automating its payment exception and investigation processes, they would enhance the client experience, while minimizing the handling cost of client inquiries.

The Solution

The bank consolidated all of its payment inquiries and exceptions into a single platform as part of its highly successful Global Payments Investigations (GPI) project, which leveraged Pega’s Build for Change® technology. With Pega, HSBC has streamlined and automated a single set of inquiry processes and solutions across all regions. While the company-wide framework is standardized, Pega dynamically creates region-specific processes to deliver a familiar look and feel to each customer. Through the GPI self-service portal, HSBCnet, clients can manage and resolve inquiries, eliminating the need for assistance from payment investigators. HSBCnet also delivers a single banking portal for corporate and commercial clients to access HSBC’s transactional banking solutions. Payment inquiries can be initiated via emails and other standard messaging formats as well. Regardless of the starting point, resolution is realized in the same consistent manner. As a result, HSBC is in a better position to identify underlying issues and irregular payment trends globally.

The Results

  • 1,600 users in 80+ countries standardized on a single solution
  • 80% cost savings for investigations
  • Unresolved payment cases reduced 25%
  • 12% faster average case resolution

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Challenge: Customer Service Industry: Financial Services Product Area: Customer Service