Pegaworld 2016: Cornèr Banca B2B Portal: A Case Study in the Payments Industry (Video)
"Right now we're able to predict with a certain level of confidence that you're going to call us and so what's really nice about that is we have basically a 24-hour window from there to stop the call, to be able to enable you to be self-service or to provide you a resolution path before you need to actually contact us."
- - Eddie, PayPal
Cornèr Banca, a private Swiss bank founded in Lugano in 1952, is a leader in payments with a wide range of credit and prepaid cards. Following the success of Pega implementations in both the contact center and collections, Cornèr Banca wanted to simplify the experience of external partners handling service requests from card customers. Through the new B2B Portal, built on Pega7, partner affiliates can now manage a variety of card related tasks entirely in self-service mode. Cornèr Banca will share lessons learned and pragmatic suggestions for:
- Using Pega7 to create front-end portals used by external business partners
- Using web services to create real-time integration with mainframe host systems for card authorization and other bank applications
- Reuse of Pega automation for back-end processes