Case Study: HSBC Bank achieves 80% investigation cost savings and faster global payments investigations with Pegasystems

HSBC Global payments investigation solution across 87 countries

HSBC, a global bank operating across 87 countries, faced the challenge of standardizing payment exception handling so clients everywhere received consistent, high‑quality service while preserving a local look and feel. With 1–3% of payments generating inquiries — millions of requests — the bank needed to streamline and automate investigations and offer client self‑service to improve experience and reduce handling costs.

HSBC implemented the Global Payments Investigations (GPI) solution built on Pega’s Build for Change, consolidating all inquiries onto one platform that dynamically creates region‑specific processes and offers a self‑service HSBCnet portal (and email initiation). The rollout standardized 1,600 users in 80+ countries, cut investigation costs by 80%, reduced unresolved cases by 25%, and sped average case resolution by 12%, while improving the bank’s ability to detect global payment trends.

HSBC Bank

Andrew Long

Head of Global Transaction Banking