Case Study

ANZ Transforms Global Business Operations With Pega

ANZ transforms global business operations with Pega. | 3:46

The Business Issue

Founded in 1835, ANZ is one of the top global financial institutions in the world. They serve over nine-million customers spanning 33 markets. To improve their market leadership, ANZ implemented a super-regional strategy to eliminate costly, disparate systems, digitize core business operations, and automate core customer service functions across all regions of their enterprise.

The Solution

To drive ANZ’s super-regional strategy, they implemented nine Pega applications across 11 geographies, covering 3,000 users who are managing over five million customer interactions a year. With Pega, ANZ reduced the number of applications to resolve an inquiry from fourteen to one. They improved first touch resolution by 20%, and reduced card dispute resolution time from 45 days to ten minutes. Pega’s ability to directly capture objectives also empowers ANZ to meet market requirements in a fraction of the time when compared to traditional business applications.

The Results

  • Reduced 14 different applications into 1
  • Improved first touch resolution by 20%
  • Reduced card dispute resolution time from 45 days to ten minutes
  • Increased speed to market
  • Financial Services
  • Platform

Related Resources

  • PegaWorld Video

    Hear how see how Pega’s partnership with Accenture enabled ANZ to simplify key global operational areas.

  • Customer Success Video

    Discover how ME transformed themselves to be Australia's best digital bank.

  • Demo Video

    The Pega Platform brings new solutions to life with simplicity and speed.

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