Case Study: Global Corporate Bank achieves 24-to-2 hour inquiry resolution and standardized global service with Pegasystems

Global Corporate Bank - Customer Case Study

A global corporate bank that serves treasurers, CFOs and financial managers at 95% of the Fortune 500 — with several trillion dollars in assets under custody, ~65,000 clients in 100+ countries, and 750 million transactions annually — needed to deliver consistent, detailed account and transaction service worldwide while honoring local and regional requirements. The transaction services unit faced fragmentation across 2,200 business applications and needed to standardize tools and processes to empower 3,500 local service representatives and improve response times and data visibility.

Using Pega’s platform the bank implemented a unified, single-screen service interface with reusable processes and dynamic rules that integrate with existing systems. A phased two-year rollout automated workflows, enabled a global multiproduct, cross-channel view of each client, and added customer scorecards and self-service; as a result basic inquiry resolution fell from 24 hours to two hours, back-office efficiency and throughput increased, and compliance, costs and operational risk were reduced.