Case Study: Global Bank Corporate Service Delivery Company achieves 10x faster client service (24→2 hours) with Pegasystems

Global Bank Corporate Service Delivery Company - Customer Case Study

A global bank’s transaction services unit—serving about 65,000 commercial clients in 100+ countries and processing roughly 750 million transactions a year across 2,200 applications—needed to present a single, client-centric face worldwide. Its challenge was to automate and standardize operations for efficiency while preserving local and regional flexibility and empowering local service representatives.

Leveraging Pega, the bank integrated multiple systems into a standardized, role-based desktop and launched a self-service portal (with SWIFT’s Exceptions and Investigations added midstream), rolling out first to major processing centers then regional offices. The platform now supports 3,500 service reps, cut basic inquiry resolution from 24 to 2 hours, increased transaction volume and productivity, and reduced costs, operational risk and compliance gaps.