It is inevitable that consumer demands are changing along with the growth of technology, value of time and a perpetual desire to cut costs. Ron Wellman, the Director of Corporate Banking Solutions with the software company Pegasystems, has worked with some of the largest banks in the world and navigated them through the changing payments landscape.
PYMNTS.com spoke with Wellman, who acknowledged the technology and consumer trends, and spoke about his career helping to build strategies that resolve operational, compliance and customer relationship management (CRM) difficulties within the industry.
At Pegasystems, Wellman has revolutionized how leading organizations can optimize the customer experience and automate operations. Solutions stem from understanding the consumer’s needs, so we asked Wellman how his consumer’s demands have changed.
Wellman stated, “We are continually seeing a need for banks to create a better experience for their client. They are creating additional capabilities online and to some degree in the corporate space, the mobile channel. We have constant requests from clients to be more flexible to meet those client demands, whether its delivering information faster through multiple channels or creating a client experience that anytime they interact with the bank. We understand all of the relationships, including any on-going cases such as payment cases or on-boarding cases.”
A problem amongst many banks is the inability to effectively serve the medium and large clients because Sales Force Automation (SFA) tools lack CRM capabilities. Wellman discussed how his company is automating and integrating client transactions and investigations to enhance the customer experience.
Wellman further explained, “It’s a lot of documents back and forth, in the old world we hand out the documents, we sign them and fax them back and forth. In our system we are capturing the information within the on-boarding system from the sales system and creating sub cases for various groups. There is no additional work. If we can create those integration points with the back hand systems we allow the information to go from sales to on-boarding, and through this ability we are able to shorten the time and improve their experience.”
The Pega Smart Investigate software has automated payment exceptions, which includes processing new SEPA expectations, which significantly reduces costs and allows for more efficiency. According to Wellman, introducing tools such as the cloud and on-premise allows companies maximize revenue and easily manage clients’ relationships.
” We offer on-cloud or on-premise tools. Depending on your security stance, you could go either direction, Wellman said. “We also offer the ability to marry it with our on-boarding and fulfillment tools so that you can have it be a seamless process right from that initial prospecting interaction all the way through account opening and fulfillment.”
To hear more about what Wellman on how Pegasystems is pursing to enhance the client experience and automating the banking processes, listen to the full podcast below.
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