Modernizing Global Client Onboarding and Data Management with Pega

The company’s Global Client Onboarding System (GCOS), built on an outdated version of Pega, had become a bottleneck.

Business functions like KYC, Account Maintenance, and Client Documentation were tangled in a monolithic structure. Relationship Managers and Sales teams had to navigate fragmented workflows and lacked a single, unified view of client data.

An upcoming platform upgrade presented a high-stakes challenge: migrating seven years of critical case data without disrupting daily operations.

Bits In Glass delivered a full architectural overhaul alongside the platform upgrade from Pega 6.1 to 7.1.

A new client-centric Orchestration Layer was developed using Pega Customer Service Management (CSM), providing a centralized dashboard and 360° client view. The team restructured GCOS into modular business verticals (Entity Maintenance, KYC, Account Maintenance, and Client Documentation), improving maintainability and scalability.

A unified interface allowed end-users to manage all onboarding activities from one place, eliminating the need to switch between multiple systems.

About the Client

One of the world’s largest banking and financial services organizations provides services to millions of customers across personal, commercial, investment, and private banking.

This client plays a critical role in supporting individuals, businesses, and communities by offering secure, innovative, and sustainable financial solutions across more than 60 countries and territories. With a strong international network and a focus on connecting clients to global opportunities, HSBC helps people and organizations achieve their financial goals while contributing to long-term economic growth

Modernizing Global Client Onboarding

Years of Data Migrated

Client View

Faster Onboarding

CHALLENGE

SOLUTION

TECHNOLOGY