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, âWe are known for our global scale and reach, itâs one of our strengths and differentiators compared to our competitors.
âProviding our customers with a global payment investigation resolution service puts HSBCâs connectivity to use for our customerâs 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.â
GPI is transforming the bank's capacity and capability in this key area of client service. Through the Groupâs corporate internet platform, HSBCnet, customers can now manage their own enquiries using GPIâs capabilities. As at August 2010*, there were over 330,000 users of HSBCnet, representing more than 55,000 profiles across HSBCâs 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.
âOur 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,â added Andrew Long.
The global payment enquiry resolution supports HSBCâs 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.