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Case Study

AEGON improves internal processes to become a truly digital insurer

"We are thrilled with the results from the business transformation programme so far. Using Pega has already helped us improve the efficiency of a number of high volume, high importance operations by more than 50%."

Martyn Johnson Manager, IT BPM Delivery Centre, Aegon

The Business Issue

Aegon, the global insurance company, sought to create a world-class customer service experience for its customers. To accomplish this, the company first needed to simplify and streamline manual legacy business processes that often included multiple steps to verify information regarding user identities, policies, compliance, and checklist requirements.

The Solution

Aegon used Pega’s technology to manage and automate an array of internal systems, including claims management, payroll payment, and transfer quotes and transfer settlements, totaling approximately 120 core business processes. Pega’s technology was used to automate checks and enable more automated end-to-end processes. With this technology, Aegon was able to create a library of business services that can be re-used across all processes, optimizing efficiency and speed to the market.

The Results

Today, Aegon agents are able to quickly access all relevant customer information. Pega enables agents to utilize scripts and knowledge management capabilities, which allows them to focus on the needs of the customer. Enhancing the contact center capabilities of Aegon resulted in significant performance improvement, including an increase in first call resolution (FCR) rate from 50% to 80%. The changes are also credited with significantly improving the quality of customer interaction and reducing training time.

With Pega, Aegon was able to achieve:

  • reduction in processing time of claims settlement process.
  • total savings from improving claims management operations.
  • improvement in Net Promoter Score (NPS) for customer and employee experience.

Related Resources

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

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Challenge: Customer Service Challenge: Operational Excellence Industry: Insurance Product Area: Customer Service