Crédit Lyonnais implements Pegasystems’ smart BPM software to manage and automate payment investigations

Web-based solution helping to provide excellence in customer service, quality and efficiency for investigation of claims

CAMBRIDGE, Mass., November 12, 2003 – Pegasystems Inc. (NASDAQ: PEGA), a leading provider of rules-based, smart business process management (BPM) software, today announced the implementation of its PegaINTEGRATED Investigations application at Crédit Lyonnais. A Pegasystems customer since
1998, Crédit 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. With a comprehensive set of pre-packaged business processes specifically designed for international payment investigations, Pegasystems’ smart BPM software enables financial services organisations to help improve the quality and productivity of claim processing while focusing on providing high quality customer service.

"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," said Huguette
Murat, head of Customer Service, Crédit 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."

Crédit Lyonnais implemented this new system to help stay ahead of the
competition in responding to the needs of an increasingly demanding customer
base. The new software provides the ability to prioritise, organise and manage outstanding work according to business policies and procedures, with audit history providing a full trace of activity on the investigation. Real-time access to SWIFT and payment transaction data enables the user to see a holistic view of the claim presented via a simple-to-use graphical user interface, with pre-formatted outbound responses generated automatically.

Built on Pegasystems’ rules engine, PegaINTEGRATED Investigations software
provides a single portal to access and process requests across multiple channels and lines of business. The solution gives staff a global picture of customer accounts. It is designed to enable a single representative to handle local and international payment transaction queries before money gets lost through fluctuations in foreign exchange rates or missed interest payments. The technology automates processes within Crédit Lyonnais’ Back Offices and Financial Institution Division 's client services department. Spanning both the middle and back offices, the software integrates with the bank’s legacy systems, running on IBM mainframes, and presents end users with an intuitive interface based on Microsoft Windows. It is also integrated with e-mail and the SWIFT international financial communications network. Automating investigations and exceptions processing eliminates the need to pass a customer request from one department to another, and helps provide faster, more cost-effective customer service.

"Crédit 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," said 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, Crédit 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."

Become a bobsguide member to access the following

1. Unrestricted access to bobsguide
2. Send a proposal request
3. Insights delivered daily to your inbox
4. Career development