Client reference — Banking & Insurance
Société Générale
Since 2021, IRIZ Consulting has been supporting Société Générale in implementing a Pega CRM to structure and optimise the relationship between back offices and Corporate clients across various financial products, on a global scale.
In figures
A Pega Corporate CRM
deployed globally
Context
A CRM tool to unify
the Corporate client relationship
The CMT (Case Management Tool) application is designed to structure exchanges mainly via the Mail channel in order to efficiently respond to Corporate client requests across various financial products. The application is deployed globally, covering the Asia-Pacific, North America and Europe regions, in an offshore context with a team spread across several time zones (India, Canada, Paris).
The challenges
Standardise client request management practices on a global scale, identify automation opportunities and support change management through user training on the new tool.
Achievements
What IRIZ Consulting
has delivered since 2021
Process standardisation
Standardisation of practices around target processes to manage client issues, reducing the strong disparity in request handling between the Asia-Pacific, North America and Europe regions.
Intelligent automation
Identification and implementation of automation needs, enabling teams to focus on high-value tasks rather than repetitive processing.
Change management
User training for adopting the new Pega CRM tool, change support and progressive rollout to teams across all regions.
Production performance
Resolution of production performance issues linked to the high volume of data (cases and assignments), ensuring the application runs smoothly at scale.
Offshore coordination
Management of a large team spread across several time zones (India, Canada, Paris), with coordination processes tailored to maintain delivery quality and consistency.
Features
What the
CMT application enables
Structuring of exchanges via the Mail channel to efficiently respond to Corporate client requests across various financial products.
Centralisation of all client interactions and requests on a single platform, offering a complete view of the client relationship.
Application deployed across all regions (APAC, North America, Europe) with journeys tailored to local specificities.
Architecture optimised to handle a high volume of data (cases and assignments) in production, without performance degradation.
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