Societe Generale has implemented Pegasystems' PegaCRM Payments Investigations solution at its international operations division in Paris.
The customer service template, which took just four months to complete, is designed to automate the processing of investigations, speed up the resolution of payment discrepancies and help reduce the risk associated with high value international transactions. It features automated correspondence and interfaces to the Swift interbank messaging network and other back-office systems.
The bank says it required a solution that would enhance its customer service strategy by providing consistent, quality service across distribution channels. For the first phase of the implementation 150 bank staff are using the Pegasystems' solution to provide improved customer service through traditional communication channels. Internet capability will be integrated into the solution later this year, giving customers the option of Web-enabled self-service via the bank's extranet.
The next phases of the project will focus on further developing the system for use across Europe and extending it to other areas of the bank, such as securities.