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CLM case orchestration

In Pega Client Lifecycle Management and Know Your Customer, you implement the CLM client journeys through the case management capabilities of Pega Platform™. The primary case type, Client Lifecycle Management (CLM), frames the journeys. This case type represents the heart of the application and orchestrates the different processes that are involved in those client journeys.

CLM case type

In the CLM case type, the processes are supported by subcases that work in the main case to achieve the very purpose of each specific client journey. The  following list contains are the subcases that represent the CLM journey:

  • Global KYC: A case type for main global (worldwide) regulatory requirements for Anti-Money Laundering (AML) and Countering the Financing of Terrorism (CFT) operations, including due diligence tasks for customer and related parties.
  • Local KYC: A case type for the local regulatory requirements for AML and CTF operations for an interested regulatory jurisdiction.
  • FATCA: A case type for the Foreign Account Tax Compliance Act (FATCA) tax-related regulatory requirements.
  • CRS: A case type for the Common Reporting Standard (CRS)  tax-related regulatory operations.
  • Regulatory: A case type for the applicable product or suitability-related regulatory requirements (Dodd-Frank, MiFID, IIROC).
  • Legal: A default case type for client legal due diligence for financial institutions to extend during implementation.
  • Credit: A default case type for client credit due diligence for financial institutions to extend during implementation.
  • eScreening: A supporting case type to perform investigation from the Politically Exposed Party (PEP), Sanctions, and Regulatory enforcement standpoint, for both customer and related parties.
  • Adverse media investigation: A supporting case type to perform client investigation regarding adverse media information.
  • Client outreach: A supporting case type to orchestrate the direct outreach process to the actual client in order to obtain additional data, additional documentation, or confirmation on certain decisions.
  • Fulfillment: A placeholder case type where organizations can include the logic that drives the fulfillment and provisioning of products, including the interaction and follow-up with those systems in a financial institution.
  • Business sponsor approval: A supporting case type to drive business sponsor approval when and where applicable or required.
  • Documentary requirement: A supporting case type to manage documentary requirements that are related to the client journey.

The CLM case type consists of four main stages and an alternate stage:

  • Capture
  • Enrich
  • Due Diligence
  • Fulfillment
  • Abandon Journey

In the following image, click the + icons to learn more about the stages in the CLM case type:

This CLM case type represents a baseline for all the applicable client journeys. Each of the above stages contains applicability decision rules based on business logic so that the necessary actions are occurring or being skipped depending on each specific journey type. Service-level agreements (SLAs) and other process control features are also available at different stages and steps; the nature of specific journey types drives the stages and steps.

CLM journeys

The main CLM case type acts as a unique and unified point of control for all the orchestration and case management activities that are related to the client lifecycle journeys (onboarding, maintenance, offboarding, event-driven review, and so on). Orchestration involves the management of multiple variables and dimensions such as the journey type, the type of customer being managed, the business segment under which the business relationship occurs, the applicable jurisdictions and regulations, and more. In Pega Client Lifecycle Management and KYC, specialization rules manage all those variables. The application frames the specializations by using different techniques (for example, class structure, decision logic, and circumstances). The result of all those specializations is the cross-function journeys that are implemented in the main CLM case.

The CLM case orchestration functionality is structured around three logical concepts:

  • Orchestration spine: The primary CLM case type that hosts all the stages, steps, and functionality.
  • Journey types: Represent the main client journeys for implementation (for example, onboarding, and maintenance). The journey types are implemented by our clients as variances on top of the orchestration spine. Those variances depend on multiple factors, such as whether the client is new or existing, the status of the client, and the client party type. From an implementation perspective, each journey type is a case type that inherits the default stages and steps of the main case and uses them to serve its conclusive purpose. 
  • Journey subtypes: Represent small variances of the journey types to implement different functional nuances. Journey subtypes depend on different factors such as journey type, client party type (individual, organization, fund), products, booking locations, business relations, and more. Using different specialization techniques, they are built by our clients under the journey type case.

In the following image, click the + icons to learn more about default CLM journey types and subtypes:

The Pega CLM and KYC application is designed to perform the following actions on the default journey types and subtypes:

  • Add or modify stages or steps in the CLM case type definition.
  • Configure existing journey types and subtypes.
  • Create new journey types and subtypes.
  • Remove or disable existing journey types and subtypes.

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