Customer Success

Get access to detailed case studies in the Pega Community.

Using Pegasystems’ SmartBPM® solutions, financial institutions have achieved rapid and measurable value:

• BB&T deployed a multi-product, multi-channel account opening solution that drove new business volumes “equivalent to the output of about 75 mature brick and mortar branches…somewhere in the area of $500 million dollars [of investment].”
• Royal Bank of Canada created a Client Action and Request Tool (CART) that managed the resolution of customer requests in eight different geographic regions between 14 different service fulfillment groups and cut the time to resolve customer inquiries in some cases from five days to 30 minutes.
• JPMorgan Chase standardized Know Your Customer processes and created specialized processing requirements by line of business, product, and region, providing transparency to 5200 targeted users across the organization.
• SunTrust Banks increased online deposits by over 400% while redeploying 60% of related back-office staff by automating end-to-end application, on-boarding and fulfillment processes.
• A Top Global Financial Institution enabled 3,500 customer service representatives to deliver consistent, real-time issue resolution to commercial customers in more than 100 countries across six continents through a worldwide service fulfillment solution.
• TD Visa deployed an end-to-end CRM-based dispute management solution that dramatically improved customer satisfaction, increasing one-touch service resolution by 30% and reducing average back-office resolution time by 70%.
• A Top Global Financial Institution deployed a commercial customer on-boarding solution that not only significantly improved the customer experience by decreasing on-boarding time and increasing time spent in client-facing activities, but also improved efficiencies in the back-office and eliminated a four-week backlog within weeks of deployment.