Credit Lyonnais Implements Pegasystems Smart BPM Software

With a comprehensive set of prepackaged business processes specifically designed for international payment investigations, Pegasystems smart BPM software enables financial services organizations to help improve the quality and productivity of claim processing while focusing on providing high quality customer service. Credit Lyonnais implementation of the Pegasystems solution went live in the first quarter of 2003. Credit 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 prioritize, organize 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, which are 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 international payment transaction queries before money gets lost through fluctuations in foreign exchange rates or missed interest payments. The technology automates processes within Credit Lyonnais Back Offices and Financial Institution Divisions client services department. Spanning both the middle and back offices, the software integrates with the banks 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.