Service Excellence – No Excuses! Maximizing Pega Solutions for CRM Transformation at The Hanover
- Stoyan Konaktchiev, Vice President Personal Lines Operations, The Hanover Insurance Group
- Cilsy Harris, Vice President, Business Delivery, The Hanover Insurance Group
"First major breakthrough came with implementing Pega in our back office. After 4 months of implementing Pega, (we) saw results that were absolutely unbelievable."
- — Stoyan Konaktchiev, Vice President Personal Lines Operations, The Hanover Insurance Group
The Hanover embarked on a multi-year commitment to deliver service excellence in 2014. The first key investment was standardizing on Pega platform as the enterprise-wide BPM solution. The solution was a game changer, providing previously unavailable visibility into workflow, SLAs and automated work management. The Hanover now continues this service evolution through Pega’s Customer Service to provide an end-to-end, fully integrated view driving service excellence to the next level. All of this is enabled by the strong partnership and solutions offered by Pega.