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Case Study

CSAA Insurance Group: Transforming the customer experience

  • Significantly improved net promoter score (NPS) and customer satisfaction

  • Delivered a simplified, intuitive desktop, making it easier for agents and improving satisfaction

  • Improved average handle time (AHT) and first call resolution

  • Rapid implementation, just over six months exceeded goals

"Our service center runs in the region of five million calls a year. A year ago… we weren’t able to acknowledge how long a customer had been an AAA member, and now we can. We are leveraging information more effectively so we can deliver that perfect customer experience."

Steve Rowbury Business Owner, CSAA Insurance Group

The Business Issue

As the insurance group for more than 2.7 million AAA members, and $3.2 billion in net written premiums, CSAA needed to transform its customer experience to drive loyalty and growth. The goal: Provide a customer experience that was simple, proactive, and personal.

The Solution

To radically improve the customer experience, CSAA realized it had to shift its perspective from “inside-out” to the “outside in.” To achieve this goal, CSAA worked with Pega to redefine its processes along the entire customer journey.

Working with Pega, CSAA consolidated data from multiple policy administration systems, simplified complex internal processes, and created a “single view” of the customer. For the first time CSAA was able to track its customer interactions.

The Results

CSAA and Pega have transformed agent-customer interactions, from being a purely transactional experience to a more efficient, effective customer-centric engagement.

The result for CSAA has been tremendous. Even in the context of multiple millions of calls per year, the organization has seen increased efficiency, lower average handle time (AHT), and improved customer satisfaction and higher net promoter scores.

Related Resources

  • Learn how CSAA Insurance Group transformed their customer experience with an integrated Pega Sales, Customer Service, and Marketing implementation that replaced their legacy SFDC environment.

  • To bolster their market leadership, hear how AEGON UK launched a Customer Service Transformation initiative.

  • Pega's Customer Service application is the next generation desktop designed for today’s digital policyholder.

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  • Industry: Insurance
  • Product Area: Customer Service
  • Challenge: Customer Service