Lloyds TSB has invested in business process management software to improve process efficiencies and customer service in its payments exceptions handling function.

The Smart Investigate for Payments solution framework from provider Pegasystems will form the bank’s ‘Correspondence’ exceptions handling system for International Payments. It also forms a key component of the bank’s broader Strategic International Payments (SIP) programme, designed to provide a more scalable and flexible infrastructure in delivering consistent, rules-based customer service levels throughout the group.

Mark Watkinson, CIO for Money Transmission, Group Operations at Lloyds TSB said: ‘We chose Pegasystems’ Smart Investigate framework after a thorough analysis of the market. We were looking for a tried and tested ‘future-proofed’ solution from a well established company.”

The Smart Investigate system is built on Pegasystems’ rules-driven BPM) software, SmartBPM suite. Pegasystems European managing director, David Wells said the integration approach supported by the suite’s graphical solution development environment, flexible execution engine and management dashboard would give Lloyds TSB in control over critical success factors likes productivity, quality, risk and compliance.

Pegasystems will collaborate with Lloyds TSB on detailed design, construction and testing to deliver a solution planned to go live in the fourth quarter of 2007.