Pegasystems (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced a significant upgrade to its customer relationship management (CRM) offerings for financial services.
Pega's CPM for Treasury, Securities and Transaction Banking solution drives significant operational cost efficiencies while providing superior customer service consistently across all products and geographies.
The solution gives financial institutions a banking platform of the future by delivering a comprehensive, customer-centric view across products, regions and channels that can predict and adapt to customers' needs. Strong case management capabilities support everything from service requests to sophisticated self-service capabilities. This enables financial services organizations to not only strengthen relationships with their clients, but also maximize their share of wallet with service-generated revenue.
Corporations, in deciding where to place their business, have prioritized ease of access to service and information across channels as critical to the selection process, and the most successful banks are ones embracing this trend. Based on a 2010 joint survey by Finextra Research and Pega, nearly half of all corporate respondents had reduced their business with one or more banks due to inconsistent customer service and lack of appropriate self-service tools. What's more, nearly seven out of ten would consider switching banks for better customer service related to on-boarding.
Adi Bachar-Reske, Financial Services Industry Marketing Director, Pegasystems "There are an ever-increasing number of global corporations that want more value from their banking relationships, and they are growing impatient when their needs aren't met. But many banks are still trying to get by today with inflexible legacy system assets that impede their ability to execute effectively. Advanced BPM, CRM and Case Management technologies are a 'must' in order to provide the banking platform of the future, which delivers the high-quality customer service capabilities that so many financial services corporations are demanding."