Alfa-Bank: 4x Reduction in Servicing Time
This project is a really good example of implementing quickly with Pega. By leveraging the out-of-the-box Avaya connection and Pega application for client service, we rapidly deployed and were able to reduce service times by 4x.
- 4X reduction in servicing time for key inquiry types
- 1,500+ users across all segments
- 20% reuse of Pega components companywide
The Business Issue
The Alfa-Bank vision was to unify similar business processes across different business lines. It was looking to increase transparency of business processes to control current status of work, current assigned work, and work SLAs. Additionally, the bank wanted to speed development and reduce costs by reusing similar pieces of business processes.
Alfa-Bank built several applications using Pega 6 and Pega 7, including the Pega Client Service Application for corporate customers. These applications are for frontoffice (sales automation) and back-office operations spanning several segments such as retail, SMB, and corporate. During these initiatives, Pega was successfully able to wrap and renew existing infrastructure by integrating with different types of systems of record (Core Banking System, SAP HR). By using Pega’s Direct Capture of Objectives (DCO) tool and use of a more Agile methodology to take advantage of the ability to rapidly deploy new functionality, the bank was able to significantly increase speed to market.
In addition to a 400% decrease in servicing time for key corporate call center processes, reduced inquiry errors, and improved client experience, the bank experienced other significant outcomes. Since Pega’s architecture encourages the sharing of enterprise integrations and process functionality, the bank was able to achieve a 20% re-use of components (technical and business); create several applications without “paper” requirement documents; unify more than 100 sub-processes in regional offices; and certify more than 100 IT specialists with an internal Pega training program.
- Financial Services
- Customer Service