Case Study: Link Market Services optimizes employee efficiency with Pegasystems Pega Workforce Intelligence and Case Management

Link Market Services optimizes employee efficiency with Pega WFI

Link Market Services, a major European asset servicing platform supporting nearly 7,000 clients, 6 million investors, and £600 billion in assets across ten regulated markets, faced inconsistent systems after rapid growth and acquisitions. Leadership needed end-to-end visibility to reduce risk, improve quality, and support employee well‑being by aligning processes and identifying where to focus automation.

Link implemented Pega Workforce Intelligence to map daily employee workflows and identify core production bottlenecks, then rolled out Pega Case Management and Customer Service targeted at those high‑impact areas. Using WFI insights, Link deployed solutions for its AML and FATCA teams in under eight weeks, improving productivity, quality assurance, SLA management, and uncovering capacity gains—shortening the roadmap by more than 12 months.

Link Market Services

Michael Kempe

Chief Operating Officer