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Crédit Lyonnais implements Pegasystems’ smart BPM software to manage and automate payment investigat
Added: (Wed Nov 12 2003)
Web-based solution helping to provide excellence in customer service, quality and efficiency
for investigation of claims
CAMBRIDGE, Mass., November 12, 2003 – Pegasystems Inc. (NASDAQ: PEGA), a leading provider of rules-based, smart business process management (BPM) software, today announced the implementation of its PegaINTEGRATED Investigations application at Crédit Lyonnais. A Pegasystems customer since 1998, Crédit Lyonnais has migrated to this Web-based application, which is providing customer-focused case management and workflow facilities for the investigation of claims related to payment transactions. With a comprehensive set of pre-packaged business processes specifically designed for international payment investigations, Pegasystems’ smart BPM software enables financial services organisations to help improve the quality and productivity of claim processing while focusing on providing high quality customer service.
“Having identified customer service as a top priority for the bank, we have restructured the organisation to become more customer-facing, and have retrained our personnel to offer a superior level of service,” said Huguette Murat, head of Customer Service, Crédit Lyonnais. “Pegasystems’ software enabled our staff to resolve payment exceptions much more quickly and access the information they need to respond to customer inquiries immediately.”
Crédit 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 prioritise, organise 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 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 local and international payment transaction queries before money gets lost through fluctuations in foreign exchange rates or missed interest payments. The technology automates processes within Crédit Lyonnais’ Back Offices and Financial Institution Division 's client services department. Spanning both the middle and back offices, the software integrates with the bank’s 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.
“Crédit Lyonnais was an existing customer that was very happy with its system, but needed to completely re-engineer its existing investigations and customer care platform,” said David Wells, vice president and managing director, Pegasystems Europe. “Driving change by standardising and automating key processes throughout the international payments’ middle and back offices has helped to dramatically improve process efficiency and customer service. And because our solution automates routine tasks, Crédit Lyonnais’ staff can focus its attention on processes where they can really add value, and on offering a higher quality of service to banking partners, corporate clients, and other customers.”
-ENDS-
About Crédit Lyonnais
The Crédit Lyonnais Group, based in Paris, France, is a major international banking and financial services group, with total assets of $257 billion and total banking income of $7.9 billion. Present in over 60 countries, Crédit Lyonnais provides a comprehensive range of products and services to more than six million individuals and self-employed professionals, as well as some 60,000 small to medium-sized businesses in France, and 510 multinational corporations worldwide.
About Pegasystems
Pegasystems Inc. (NASDAQ: PEGA) provides rules-based, smart business process management (BPM) software to large organisations, helping to deliver significant ROI and providing them with the flexibility and agility to respond to changing business needs. With annualised revenues of approximately $100 million and a blue-chip customer base, the company offers applications for the financial services, healthcare, insurance and government markets, as well as a cross-industry BPM application. Pegasystems is headquartered in Cambridge, Mass., and has regional offices in North America, Europe and the Pacific Rim. For more information, visit www.pega.com.
For information, contact:
Alex Crawshaw Julia Purdy
Pirate Communications Pegasystems Inc.
Tel: +44 (0)20 7760 7055 Tel: (617) 374-9600, ext 6365
Email: alex@piratecomms.com Email: julia.purdy@pega.com
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Forward-Looking Statements
Certain statements contained in this press release may be construed as “forward-looking statements” as defined in the Private Securities Litigation Reform Act of 1995. The words “believe,” “expect,” “hope,” “anticipate,” “plan” and similar expressions identify forward-looking statements, which speak only as of the date the statement was made. The company does not undertake and specifically disclaims any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These statements are based on current expectations and assumptions and involve various risks and uncertainties, which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include impact of pending regulatory proceedings, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company’s growth, and other risks and uncertainties. Further information regarding these and other factors which could cause the Company’s actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company’s Quarterly Report on Form 10Q for the quarter ended September 30, 2003 on file with the Securities and Exchange Commission. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved.
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