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HSBC Extends Its Global Payment Investigations Capability

HSBC Global Transaction Banking today announced the expansion of its Global Payments Investigations (GPI) capability to 56 countries. GPI is already available to customers in all five regions (North America, Europe, Asia Pacific, Middle East and Africa) and further country deployments are scheduled to take place by the end of the year. With HSBC’s unique global footprint, it becomes one of the select few financial institutions to offer a global payments enquiry resolution service.

GPI provides HSBC customers, including other financial institutions which are clearing clients of the Group, with a global payment enquiry resolution service.

By consolidating all of its payment related enquiries into a single platform, HSBC is in a better position to identify underlying issues and irregular payment trends at a global level.

Andrew Long, Head of Global Transaction Banking at HSBC commented, “We are known for our global scale and reach, it’s one of our strengths and differentiators compared to our competitors.

“Providing our customers with a global payment investigation resolution service puts HSBC’s connectivity to use for our customer’s benefit, immediately increasing the level of service which we provide to them. Critically it unlocks current payment transaction data, allowing us to identify adverse global, regional or country trends and address these. Our objective is two-fold; improve the service we provide now and minimise the number of enquiries that our customers raise in the future.”

GPI is transforming the bank's capacity and capability in this key area of client service. Through the Group’s corporate internet platform, HSBCnet, customers can now manage their own enquiries using GPI’s capabilities. As at August 2010*, there were over 330,000 users of HSBCnet, representing more than 55,000 profiles across HSBC’s international customer base. With GPI available through this platform, it provides our corporate customers with the option of raising queries and tracking the progress of their case resolution online.

“Our Global Payments Investigation service makes doing business with HSBC simple and straightforward. Importantly it gives our clients added confidence that any payment enquiry will be resolved quickly, efficiently and with a single point of contact,” added Andrew Long.

The global payment enquiry resolution supports HSBC’s corporate customer segment including Premier, Small Business, Multinationals and Financial Institutions.

GPI has been built in partnership with market leaders Pegasystems and has had a successful and rapid deployment since April 2009, on average over three countries a month have migrated onto GPI since then.