Service Excellence – No Excuses! Maximizing Pega Solutions for CRM Transformation at The Hanover

Service Excellence – No Excuses! Maximizing Pega Solutions for CRM Transformation at The Hanover

Breakout
Jun 05, 2017 | 3:30 PM
Grand Ballroom 118
Hanover Insurance Group logo
  • Stoyan Konaktchiev, Vice President Personal Lines Operations, The Hanover Insurance Group
  • Cilsy Harris, Vice President, Business Delivery, 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.