HSBC updates workflow automation system

HSBC is revamping its workflow automation system to improve customer service.

It says it will move forward with Pegasystems' SmartBPM as its enterprise business process management (BPM) toolset.

Bandula Wijesinghe, payment director at HSBC, told "It fits well with our new technology platform. We have a policy of going for as open an architecture as possible so Pegasystems suited us fine.

"Wherever we have a work-flow process to automate we expect to deploy Pegasystems to it. Going forward we are giving Pegasystems a group system status so that - unless there is a compelling reason why not - where there is a work-flow automation project we expect to use it."

Bob Murphy, head of HSBC's global transaction programme, said the bank was working on a payment transformation programme to boost the cost efficiency and customer service quality to its clients on a global basis.

"A significant amount of that is the handling of client enquiries that result from money movements either domestically or across borders," he said.

"Customers might ask about the status of a transaction and as a global organisation we are handling money flows all over the world for clients based all over the world."

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