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PINQ – Case Management for Modern Payments

The specialized case management system for banks: inquiries, complaints, interbank charges, billing and archiving – fully automated, 24/7 and ISO 20022-ready.

Built by banks, for banks: Our PINQ Case Management solution was developed with and for financial institutions across Europe – modular, scalable and always up to date with regulatory requirements. PINQ is continuously enhanced in close collaboration with customers and the community.

Are you looking for an efficient case management solution for your financial institution?

Enquire NOW Service Portal

PINQ Modules  

80 %

Time and cost savings through automated processes

 

20+

Years of product and support experience in payments

 

100 %

Compliant with industry standards; ISO 9001 & ISO 27001 certified

2–9

Months of typical implementation time to go live

 

What is PINQ?

For up to 5% of all payments, inquiries, complaints or discrepancies arise that require targeted intervention. PINQ (Process INQuiry Management Solution) brings together all relevant processes, documents and payment data in a structured electronic case file, turning them into a clearly prioritized case that is processed according to predefined rules and fully documented.

Originally developed as part of a joint development project with a major German bank, PINQ is now continuously enhanced by more than 25 solution engineers at syracom using agile methods – from requirements analysis and software development through to quality assurance. All customers actively contribute to the product’s development and collectively benefit from every new standard and improvement. Built by banks, for banks is not just a slogan – it reflects the actual development model.

PINQ is specifically optimized for the financial industry and, in addition to traditional payment processes, fully supports anti-money laundering (AML) and embargo controls.

 

 

5 %

Up to 5% of all payments require manual investigation. With PINQ, these cases are automatically captured, classified and – wherever possible – resolved without human intervention.

 

What can PINQ do for payment processing?

Process inquiries and complaints systematically and transparently

 

Fully leverage the automation potential of SWIFT gpi

Gain planning certainty for the T2/T2S transition and ISO 20022 migration

Accurately bill fees for OUR and NON-STP payments and investigations

 

The PINQ Workflow at a Glance

Incoming message received & classified
Automatically
Case creation, prioritization & routingRule-based
Processing by the team or fully automated24/7
Response, case closure & audit trailAudit-proof
Reporting, controlling & archivingFlexibel

 

ISO 20022 & Regulatory Compliance

The transition to ISO 20022 is more than just a change in format. The richness of the new message structure opens up entirely new possibilities for automation and transparency. PINQ already supports camt.110 and camt.111 in production, giving your financial institution valuable time for a well-structured migration.

 

Mandatory Transition by November 2027 – Act Now

From November 2027, E&I messages must be exchanged exclusively as camt.110 / camt.111 via SWIFT FINplus. The legacy MTn95/96/99 formats will be discontinued. From November 2026, all financial institutions must already be able to receive camt.110 messages.

PINQ is production-ready today – and syracom provides all required SWIFT release updates in due time.

 

Migration Roadmap for Exceptions & Investigations

Nov 2024

camt.110/111 opt-in available. PINQ already supports these formats in production.

 

Q1 2027

Mandatory: All financial institutions must be able to receive camt.110 messages (including embedded MT199 messages).

 

Nov 2027

Exclusively camt.110/111 via FINplus – MT formats for E&I will be discontinued.

 

Three PINQ Modules: Flexible. Scalable. End-to-End.

PINQ Exceptions & Investigations

Modul 1:

Up to 5% of all SWIFT messages result in inquiries or complaints. Manual processing is costly, error-prone and time-consuming – PINQ handles these cases fully automatically, around the clock.
PINQ E&I supports all common message types (MT and MX), as well as the new ISO 20022 formats camt.110 and camt.111 with Case Management 2.0. This means PINQ is already fully prepared for the November 2027 deadline.

  • Automatic classification, including free-text scanning of MT messages and emails
  • Cancellation requests, Claim Non-Receipt, Unable to Apply, FATF & Compliance
  • Transparency via SWIFT Case Manager & SWIFT Tracker
  • User-friendly interface for branches, with full functionality for back-office teams

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PINQ Charges & Billing

Modul 2:

Banks process vast numbers of payment-related fee claims every day. PINQ for Charges provides full visibility into bank-to-bank charges – from OUR and NON-STP fees to new standards such as SWIFT Go, which enables small businesses and consumers to make low-value cross-border payments directly from their bank accounts. The integrated Billing module covers the entire billing process end-to-end: Tracking → Monitoring → Pricing → Invoicing → Reporting – all in one solution, without system breaks.

  • Complete transparency across incoming and outgoing charges
  • Automated reconciliation, claim validation & duplicate detection
  • Flexible pricing structures, fee waivers & individual terms
  • Revenue generation in the back office through accurate fee processing

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PINQ Archiving

Modul 3:

Audit-proof, high-performance long-term archiving of all payments, bookings and messages – for audits, compliance reviews and regulatory requirements.

  • Storage in raw format with metadata for statutory retention periods
  • Indexing by key fields for fast and efficient searches
  • Audit-proof logging of all access and processing steps
  • Dedicated UI and APIs; support for various operating models

All three modules – individually or bundled.

Start with the area where action is most urgently needed and expand step by step. Each module can operate independently and can be complemented with additional modules at any time.

Request now

How PINQ Works

Automation from the Start

  1. Receipt & Classification

    All messages received via SWIFT (MT + MX), email, API or Payment Hub are automatically captured and classified – including free-text scanning.

  2. Case Creation & Routing

    Rule-based case creation and automatic routing to the responsible team – with configurable prioritization and individual business rules.

  3. Completion or Processing

    PINQ handles routine cases fully automatically. Complex cases are routed to the appropriate specialist – at the branch or in the back office – following the four-eyes principle.

  4. Response & Communication

    Template-based messages with automatic replacement of references and amounts are sent across all channels – MT, MX, email or API.

  5. Archiving & Audit Trail

    Every case is archived in an audit-proof manner. All processing steps and decisions are fully documented and auditable.

  6. Reporting & Optimization

    Flexible reporting on processing times and volumes. Customers actively contribute to the agile product development process – ensuring that everyone benefits from continuous improvements.

Stay Ahead with PINQ

Immediate Automation

Up to 80% of routine cases are resolved fully automatically – around the clock, without manual intervention.

24/7 Without Gaps

Instant payments and global transactions make 9-to-5 processing impossible. PINQ operates around the clock.

Proven Standard Product

No need to start from scratch. More than 20 years of market experience – trusted by small and large financial institutions across Europe.

Regulatory Compliance

Whether ISO 20022, CBPR+, SEPA Instant or SWIFT Case Management 2.0 – all required updates are available in time.

Modular & Scalable

From 100 to 35,000 employees, and from 1 to 1,000 active users – PINQ scales with your financial institution.

Partnership-Driven & Made in Germany

A dedicated project team, German-speaking support, and the entire value chain delivered by syracom in Germany.

Customers Help Shape the Product

More than 25 Solution Engineers continuously develop PINQ using agile methods. Every customer requirement contributes to the product’s evolution – enabling all financial institutions to benefit from each new standard and enhancement.

Technology & Operations – Robust Foundation, Fast Integration

PINQ is based on IBM webMethods – proven in mission-critical banking processes. Hundreds of standard adapters enable rapid integration into existing system landscapes, eliminating the need for complex custom interface development.

 

PlatformDeployment Models
APIs & Connectors
Access Control & UI
IBM webMethods – SWIFTReady Financial EAI; proven for mission-critical banking processesOn-premise, private data center or managed service by syracom (recommended: on-premise / private cloud)SWIFT MT + MX, email, SSO / IAM, Payment Hub, Core Banking
Role-based access with four-eyes principle; from a simple branch UI to a comprehensive power-user interface

Integrations & Schemas

PINQ can be quickly integrated into existing system landscapes using hundreds of proven standard adapters – without the need for complex custom development.

Payment Networks & Schemes

SWIFT FINplusSEPA InstantCBPR+RTGS / T2EuroSIC / SIC


Core Systems & Platforms

AvaloqFinastraMontranppi
IntercopeBottomlineFiduciaMicrosoft 365


Drawing on more than 20 years of project experience with European banks, syracom brings proven integration expertise – enabling fast, low-risk integration from day one.

Implementation – Go Live Faster Than with Custom Development

1. Assessment & Scoping

Analysis of current processes, system landscape and regulatory requirements. Definition of module scope and interfaces.

2. Configuration & Integration

Configuration of business rules, customization of user interfaces and integration via standard adapters.

3. Testing & Acceptance

Defined testing phases, including test environments – supported by the same dedicated syracom team throughout, ensuring seamless knowledge transfer.

4. Go-Live & Ongoing Operations

Go-live with a hypercare phase, user training and continuous German-speaking support.

2–9 Months to Go Live – Faster Than the Market Average

PINQ is a ready-to-use specialized solution with preconfigured processes and SWIFT integrations – not a generic workflow tool that first requires extensive configuration for payment processing. This significantly reduces project risk and time to go live.

Depending on the scope of the modules and the complexity of the APIs, implementation typically takes between 2 and 9 months. As a standard product, PINQ does not require development from scratch.

ISO 9001:2015

Quality Management for the Development & Maintenance of Payment Solutions

ISO 27001

Certified Information Security Management for the Highest Data Protection Standards

 

SWIFTReady E&I

Annually Certified SWIFT Partner – Continuously Since 2005

 

Made in Germany

Development, Support and Updates Fully Delivered in Germany – GDPR-Compliant

 

Target Audience: Which Financial Institutions Is PINQ Designed For?

From smaller financial institutions with just a few case handlers to major banks with distributed back-office teams – PINQ scales in both directions. The user interface is intentionally designed to be intuitive and easy to learn, while its extensive functionality meets even the most complex back-office requirements.

 

Types of Financial Institutions
User Groups & Sizes
  • Public-sector state banks (Landesbanken)
  • Cooperative banks & central institutions
  • International commercial banks across Europe
  • Clearing & payment processing banks
  • Private banks & specialized financial institutions
  • Branch employees – intuitive, easy-to-learn interface
  • Back-office teams with comprehensive power-user functionality
  • Institutions with 100 to 35,000 employees
  • 1 to 1,000 active PINQ users
  • European focus, suitable for international deployment

 

Need Support?

Already a customer and need assistance? Access the PINQ Service Portal directly here.

Service Portal

Now Is the Time to Choose PINQ

24/7 case management instead of manual 9-to-5 processing. Ready for November 2027. Faster to go live than any alternative.

 

Are you interested?

Talk to us.

Marc Claas

Product Manager PINQ

+49 612291760 Call Message

Talk to us.

Marc Claas

Product Manager PINQ

+49 612291760 Call Message
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