HSBC - Global Bank Provides Service with a Local Touch

The Business Issue
As one of the world's largest banking and financial services organizations, HSBC wanted to live up to its slogan: "The World's Local Bank". HSBC sought ways to standardize operations so their clients would receive the same attention and feel that is expected of a local bank. This included the need for a self-service application that customers could access anytime they had a need.

The Solution
The Global Payments Investigations (GPI) platform is the Pega-powered solution that receives all customer requests coming in via a variety of channels, and instantly directs the request to the appropriate party at HSBC so the inquiry can be responded to quickly and accurately. In addition, the new HSBCnet self-service portal also provides 24x7 support.

The Results
Eighty-seven countries with a HSBC presence have standardized on the GPI in less than 2 years. This has resulted in:

  • 70% cost savings over 2 years
  • 25% reduction in unresolved payment cases
  • 12% average faster case resolution


Related Resources

PegaWorld 2018

PegaWorld 2018

Register to Attend

Discover why 4,500 global leaders plan to join us next June in Las Vegas!

The Alternative


Don’t fall for the hype. See why today’s leading enterprises choose Pega CRM.