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Customer journeys and subjourneys

Suggest edit Updated on September 10, 2021

Pega CLM provides various customer journeys and sub-journeys for new and existing customers. The following sections list the journeys and sub-journeys for existing customers.

Onboard new customer

This journey onboards an Organization customer with an Active status.

When condition: Applies_OnboardNewCustomer_When (PegaCLMFS-Work-CLM).

  • New subsidiary entity: This sub-journey onboards a new subsidiary entity for an existing organization with an Active status.

    When condition: Applies_NewSubsidiaryEntity_When (PegaCLMFS-Work-CLM-OnboardNewCust).

Onboard new business relationship

This journey onboards a new business relationship for an Organization customer with an Active status and an existing business relationship.

When condition: Applies_OnboardNewBusRel_When (PegaCLMFS-Work-CLM).

  • New fund manager: This sub-journey onboards a Fund manager relationship for an Organization customer that has an Active status but does not have a Fund manager relationship.

    When condition: Applies_NewFundmanager_When (PegaCLMFS-Work-CLM-OnboardNewBusRel).

  • New Principal: This sub-journey onboards a Principal relationship for a Fund Manager customer that has an Active status but does not have a Principal relationship.

    When condition: Applies_NewPrincipal_When (PegaCLMFS-Work-CLM-OnboardNewBusRel).

Offboard existing customer

This journey offboards existing customers, exit products, or locations for Individual and Organization customers with an Active status.

When condition: Applies_OffboardExistingCustomer_When (PegaCLMFS-Work-CLM).

  • Offboard existing customer: This sub-journey offboards an existing Individual or Organization customer with an Active status.

    When condition: Applies_OffboardExistingCustomer_When (PegaCLMFS-Work-CLM-OffBoardExistingCust).

  • Exit products or locations: This sub-journey offboards selected products or locations for Individual or Organization customers that have an Active status and a Principal business relationship.

    When condition: Applies_ExitProductsOrLocations_When (PegaCLMFS-Work-CLM-OffBoardExistingCust).

Maintain existing customer

This journey maintains the general data of an Individual or Organization customer with an Active status.

When condition: Applies_MaintainExistingCust_When (PegaCLMFS-Work-CLM).

  • Maintain general customer data: This sub-journey maintains the general data of an Individual or Organization customer that has an Active status and no pending cases.

    When condition: Applies_MaintainCustomerGeneralData_When (PegaCLMFS-Work-CLM-MaintainExistingCust).

Maintain business relationship

This journey maintains an existing business relationship of an Individual or Organization customer with an Active status.

When condition: Applies_MaintainBusinessRelationship_When (PegaCLMFS-Work-CLM).

  • Add products or locations:This sub-journey adds products in various locations for Individual or Organization customers that have an Active status and no pending cases.

    When condition: Applies_AddProductsOrLocations_When(PegaCLMFS-Work-CLM-MaintainBusRel).

  • Add managed fund: This sub-journey adds funds to an existing Organization customer with a Fund manager relationship, that has an Active status and no pending cases.

    When condition: Applies_AddFund_When (PegaCLMFS-Work-CLM-MaintainBusRel)

Standalone Due Diligence

This journey conducts standalone due diligence for an Organization customer with an Active status.

When condition: Applies_DueDiligence_When (PegaCLMFS-Work-CLM).

  • Conduct Due Diligence: This sub-journey conducts due diligence for an existing Organization customer that has an Active status and no pending cases. This journey is only available to members of the Global KYC, Local KYC, and Tax Due Diligence departments.

    When condition: Applies_DueDiligence_When (PegaCLMFS-Work-CLM).

    This sub-journey is customized is described as follows.

    • Use the Capture stage to select due diligence types, business relationships, products, and related parties. Screens display based on the selection of Due Diligence type, as shown in the following table.

    Due diligence case type

    Screens that display

    AML

    Business relationship screen
    Products screen
    Related party screen

    Regulatory

    Business relationship screen
    Products screen

    FATCA

    None

    CRS

    None

    • If key data or documents are missing, the journey enters the Enrich stage. If no data or documents are missing, the Enrich stage is skipped.
    • The Fulfillment stage is automated.
    • In the Due Diligence stage, appropriate cases are applied based on the selection of Due diligence types.
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