Link Market Services optimizes employee efficiency with Pega WFI

"By understanding our business much better, we were able to target the implementation of automations that hit our customer needs, our employee needs, and gave us the biggest wins."

The Business Issue

Link Market Services is one of Europe’s leading asset servicing platforms, working with nearly 7,000 clients, 6 million investors, and administering and safeguarding £600 billion in assets across ten highly regulated markets. After a period of rapid growth driven through new business and acquisitions, Link’s management realized that the company needed to align systems across the organization to better understand their business from end to end to reduce risk and improve quality and employee well-being.

The Solution

After an extensive search, Link selected Pega as the solution to help them achieve their goals. However, they first wanted a better understanding of their business to learn what processes to target to maximize ROI. To this end, Link implemented Pega Workforce Intelligence (WFI) to see what actions their employees were taking on a day-to-day basis in completing standard processes. With WFI’s AI-powered intelligence, Link planned to use the results to implement Pega Case Management and Customer Service to break down silos and improve processes.

The Results

With the intelligence gathered using WFI, Link was able to see employee utilization rates and potential capacity, uncovering opportunities for improvement by streamlining workflows that were hindering productivity. These insights gave direction to Link’s implementation of Pega Case Management within its anti-money laundering and Foreign Account Transaction Compliance (FATCA) teams. They were able to deploy in under eight weeks, and immediately saw improvements in productivity, quality assurance, and SLA management.