Pegasystems, the provider of rules-based business process management (BPM) software, says its PegaINTEGRATED Investigations application has been implemented at Crdit Lyonnais.
A Pegasystems customer since 1998, Crdit Lyonnais has migrated to this Web-based application, which is providing customer-focused case management and workflow facilities for the investigation of claims related to payment transactions.
“Having identified customer service as a top priority for the bank, we have restructured the organisation to become more customer-facing, and have retrained our personnel to offer a superior level of service,” says Huguette Murat, head of Customer Service, Crdit Lyonnais. “Pegasystems’ software enabled our staff to resolve payment exceptions much more quickly and access the information they need to respond to customer inquiries immediately.”
The new software aims to help Credit Lyonnais prioritise, organise and manage outstanding work according to business policies and procedures, with audit history providing a full record of activity on the investigation. Real-time access to SWIFT and payment transaction data enables the user to view the claim presented via a simple-to-use graphical user interface, with pre-formatted outbound responses generated automatically.
“Crdit Lyonnais was an existing customer that was very happy with its system, but needed to completely re-engineer its existing investigations and customer care platform,” says David Wells, vice president and managing director, Pegasystems Europe. “Driving change by standardising and automating key processes throughout the international payments’ middle and back offices has helped to dramatically improve process efficiency and customer service. And because our solution automates routine tasks, Crdit Lyonnais’ staff can focus its attention on processes where they can really add value, and on offering a higher quality of service to banking partners, corporate clients, and other customers.”