Investing in Success Pega Solutions for Financial Service Institutions
Join many of the industry s largest and most influential financial services institutions including HSBC, JP Morgan Chase, Lloyds Banking Group, MasterCard Worldwide, Royal Bank of Scotland, Standard Chartered Bank and TD Visa in putting the power of Pega solutions to work for you. I m a firm believer that technology is so sophisticated today that the system can learn what human beings do. There s absolutely no question about it. And that s how we ve used the Pega application to develop our workflow tools. We have the system learn what people can do and have the system respond back to the client in a more effective and efficient manner. Lester J. Owens Managing Director and Global Head of Treasury Services Operations, JP Morgan Chase 2
Achieve New Levels of Customer Focus, Operational Control and Compliance Pegasystems offers the industry s most flexible financial services platform. Designed specifically to meet the needs of the financial services industry, Pega solutions promote measurable gains in customer loyalty and revenue, operational cost savings, successful compliance and market innovation. For more than 28 years, institutions have relied on Pega to deliver exceptional customer experiences with dynamic processes that adapt to each customer, situation and channel. Eight of the top ten global banks trust Pega to help them optimize business outcomes with intelligent processes that make each interaction as efficient, compliant and profitable as possible. From regional retail banks to global corporate banking and capital markets institutions, Pega enhances business agility by putting the power of change into the hands of business people, supporting proactive response to market opportunities and changing regulations. Pega addresses the key business needs of every financial services institution with solutions for: New Business Pega streamlines customer acquisition and on-boarding by automatically recommending just for me offers in real time, guiding users through complex account opening processes and applying the right regulations at the right time. Customer Relationship Management Pega unifies managing customer interactions across channels, products and regions, dynamically adapting each process to the customer, situation and channel for personalized service at the lowest possible cost. Operational Efficiency Pega brings together all of the people, processes, systems and channels needed to automate work from front- to back-office, dramatically reducing time, costs and resource requirements for essential business operations including fraud and payment exceptions and investigations. Risk, Fraud and Compliance Pega significantly improves internal controls with rules-driven processes for KYC, financial crimes management and suitability requirements management that apply risk, fraud and compliance best practices consistently and accurately across the enterprise. 3
Pega Solutions for Consumer Banking Retail Banking and Card Services Engage your customers with personalized service while wringing inefficiency and cost out of every interaction. Pega solves the problem of isolated systems, processes and channels with a unified solution for transforming your customer-facing operations. Dynamic, rules-driven processes, enterprise case management, intent-driven guidance and adaptive analytics promote personalized interactions, fully automate front- to back-office operations and leverage each customer contact as a sales opportunity. Next Best Action Marketing Retail Account On-Boarding Multi-Channel Customer Relationship Management Automated Dispute and Chargeback Resolution Consumer Lending Transform your operations with streamlined, compliant and customerfocused lending processes With Pega, you can quickly and easily automate all of your credit policies and procedures for any type of loan. Only Pega combines rules-driven processes with holistic case management, real-time decisioning and rapid enterprise integration for end-to-end control of the lending life cycle. This unique combination of capabilities promotes customer-centric interactions delivered with optimal efficiency and compliance. Consumer Loan Origination Default Management Commercial Loans Wealth Management and Brokerage Provide high-touch service with production-line efficiency Pega offers proven solutions to enhance every client relationship and maximize the productivity of every advisor. Pega delivers a complete view of each client combined with dynamic processes that adapt to the individual situation, channel and regulation. With Pega, you can fully support your customer segmentation strategies while automating service fulfillment from end-to-end. Client On-Boarding Multi-Channel Customer Relationship Management 4
Pega Solutions for Corporate and Investment Banking Commercial Banking Deliver the ideal customer experience at a cost that benefits your business Pega solutions for commercial banking help you strengthen the relationship with your corporate customers at the lowest possible cost. Pega delivers a real-time relationship manager s desktop, enterprise case management and dynamic processes that apply the right regulation at the right time to optimize every client interaction. With Pega, it s easy to offer personalized, consistent and compliant service, provide greater transparency and drive up operational efficiency. On-Boarding, Account Management, KYC and Electronic Bank Account Management (EBAM) Customer Relationship Management for Treasury, Securities and Transaction Banking Payments Exceptions and Investigations Institutional Capital Markets Differentiate your brand with customer-centric service delivered at maximum efficiency With Pega, global custodians, institutional brokers, investment banks and securities services can optimize operations for personalized service delivered at maximum efficiency. A real-time relationship manager s desktop provides a client-centric view across accounts, while comprehensive case management reduces cycle times from weeks to days. At the same time, rules-driven processes automatically apply the right criteria at the right moment, dynamically managing each interaction based on the client, situation, channel, line of business and jurisdictional compliance requirements. KYC and Client Onboarding Multi-Channel Customer Relationship Management Securities Exceptions and Investigations 5
Pega Solutions for Risk, Fraud and Compliance Pega software is perfectly suited to help financial services institutions regain control over risk, fraud and compliance challenges. Many of the world s largest institutions trust Pega to help them streamline anti-money laundering (AML) and Know Your Customer (KYC) processes, reduce risk for multiple lines of business, manage complex fraud cases and meet government reporting requirements all while optimizing operational efficiency and the customer experience. By unifying policies and procedures with end-to-end case management, Pega captures risk, fraud and compliance best practices as automated, rule-based processes that are applied consistently across the organization. Processes can be specialized based on the situation, dynamically adapting to meet specific conditions, such as risk type, country, line of business, product and regulatory requirement. With Pega, institutions gain a comprehensive view of risk across multiple monitoring, on-boarding and risk applications while ensuring compliance with complex global requirements. Pega substantially improves your ability to adapt to ever-changing regulations and risk requirements with its patented Build for Change technology, which empowers business owners to create and manage rules and processes, eliminating the wait for scarce IT resources. Financial Crimes Management Pega helps institutions successfully combat fraud, enable compliance with AML and sanctions regulations and reduce false positives. The intake of alerts from disparate monitoring systems, rules-based triage and financial crimes case management ensure risks are efficiently managed across silos while identifying relationships between risk types, alerts and cases. Know Your Customer Pega helps institutions manage KYC compliance enterprise-wide with a common platform that facilitates faster on-boarding and time to revenue. Pega s KYC solution provides a 360-degree customer view, dynamic risk rating, rulesdriven specialization by country, line of business and product, easy extension for suitability requirements, and the ability to adapt rapidly to changing regulations. Suitability With Pega, institutions can provide consumer protection and avoid mis-selling, while enabling compliance with global and regional suitability requirements. Global institutions are implementing Pega s unified on-boarding, KYC and suitability platform to streamline on-boarding, shorten sales times and ensure the right product is sold to the right customer based on the customer s profile, objectives and risk with full auditability and control. 6
Proven Success with Pega SunTrust Drives Sales with Streamlined Account Opening Powered by Pega, SunTrust s retail online Sales Application Center has reduced the time to open a new account from 15 days to 15 minutes. Account applications have quadrupled, and activation rates have increased significantly with 70% of accounts opened representing new business. In the back office, Pega has substantially reduced manual processing, enabling the bank to redeploy 60% of back-office resources to focus on fall-out management. Standard Chartered Bank Differentiates Its Business with Client-Focused Exceptions and Investigations Service Using Pega s solution for exceptions and investigations, Standard Chartered Bank has empowered clients with the ability to perform their own exceptions research as well as initiate and track investigations in real time. Dynamic business rules deliver precise functionality to different client segments, while pre-defined best practices have meant rapid implementation of standardized processes across global operations. TD Visa Reduces Dispute Resolution Time by 70% With a new servicing platform driven by Pega, TD Visa s dispute and fraud processes are now far more efficient. Issues that cannot be resolved at first call are automatically routed the right staff member along with the appropriate case data, eliminating paperbased processing and manual re-keying. Integration with core processing, Visa and other service fulfillment systems provides complete transparency. Now, 30% of all dispute cases are processed without human intervention, and the average resolution time for disputes routed to back-office personnel is down more than 70%, dropping to an average of just 24 hours from more than 3 days. We are far more agile, competitive and positioned to pursue new market opportunities. Through our improved capabilities, Standard Chartered is able to further differentiate itself with a higher level of client satisfaction and extend our lead by increasing our market share. Graeme Peake Global Head of Client Services Group Standard Chartered Bank 7
About Pegasystems Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at www.pega.com. Copyright 2012 Pegasystems Inc. All rights reserved. All trademarks are the property of their respective owners. 2012-02