Revolution to Evolution: Shifting Gears from Major Investment to Continual Improvement at CSAA Insurance Group

Revolution to Evolution: Shifting Gears from Major Investment to Continual Improvement at CSAA Insurance Group

Breakout
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  • Bill Willis, IT Technical Authority, CSAA Insurance Group
  • Tom Harrington, Director, Industry Principal - Insurance, Pegasystems

After running a large 18-month program to implement and enhance Pega CSi and SFAi in CSAA Insurance Group’s customer service division, they needed to bring the program in for a landing. Their funding model, people, processes, metrics and tools needed to be adjusted for a lower level of ongoing investment. With the adjustments to the organization, staffing and processes and leveraging DevOps and other tools in their environment, they were able to create a close partnership between business and IT. This new alignment ensures continual improvement in their CRM implementation and employee and member experience.