Case Study: Client Service in One-Tenth of the Time

The bank sought to provide its largest clients with an efficient, client-centric experience that transitioned seamlessly across channels without any loss of context. To achieve this goal, the bank’s transaction services unit integrated multiple service and support systems into automated, standardized tools and processes for managing 750 million transactions annually. Serving approximately 65,000 clients in more than 100 countries across six continents, the transaction services unit accommodates 2,200 business applications. The unit also empowers regions to modify tools and functionality to fulfill local, regional and national requirements needed for commercial service.

Leveraging Pega technology, the bank developed a solution where service representatives from the transaction services unit were given the insight they needed to create a complete, real-time view of the client across all products, lines of business, channels and interactions. Along with a role-based desktop, the bank also provided even greater flexibility to its clients through a self-service portal. This self-service portal allowed service representatives to focus on more complex client inquiries.

Pega Client Service solution is now used by the bank’s 3,500 global service representatives. By streamlining inquiry and service request processes, local service representatives no longer need to contact service centers in other regions to resolve client inquiries.