Case Study

8,000 Users Process 1 Million Cases

“Now we are more agile…I don’t think we are in a time where we can create an application that can run for several years. There are more and more requirements that you have to bring in.”

—Reto Schönberg, Director of Private Banking Operations, Credit Suisse


Using Pega technology, Credit Suisse implemented a service case management solution to manage the entire service case lifecycle from end-to-end. Front office staff can create service cases and fill client data. The user can then route the case to the specific business line workbasket of the responsible processing area. Throughout the life of the case, all client information is pre-populated for the next step. From there, these processes have the ability to be offshored and implemented with data anonymization. The back office staff receives and processes the case from one of the 250 workbaskets. Staff is made aware of a new case to be processed via an email notification. Interfaces that take into account roles and access rights, employee and client data, and signatures were also implemented to ensure a seamless end-to-end process.


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