CNO Financial: Transforming the agent, staff, and customer experience
15-year-old CRM platform burdened by 10,000 workflows
Seven months to functioning low/no-code system
Robotics and AI integrated into core platform solution
The Business Issue
CNO Financial Group provides health insurance, life insurance, and retirement solutions through three American insurance brands: Bankers Life, Colonial Penn, and Washington National. Over a period of 15 years, CNO’s legacy environment grew through the acquisition of 20 companies comprised of 300 different platforms. In total, CNO’s insurance brands relied on 10,000 workflows, requiring staff to enter data two or three times, swiveling from one screen to another, and cutting and pasting data from one system to the next.
The company set a two-year transformation goal that began with key stakeholders identifying shared dependencies between processes, common workflow themes, and common data as a first step to retiring the legacy platform and improving customer and associate experience.
CNO Financial Group recognized that success in the advisor-driven financial services industry would depend on maintaining relevance to their more than 4 million customers. To that end, the company chose Pega Customer Service™ for Insurance, Sales Automation for Insurance, and Pega Foundation to improve processes, enhance integration, and retire legacy platforms.
Three scrum teams worked in parallel to analyze each work stream, envisioning future business processes, and developing feature sets to support key business functions. Within 12 months, CNO had replaced its CRM platform, created a content-fillable website for Colonial Penn, and implemented a self-service platform for its Washington National brand.
CNO Financial leveraged Pega’s built-in modules and frameworks for the insurance industry, bringing it closer to the ultimate future state goal of a foundational platform-based system.
With Pega technology CNO met aggressive timelines by reducing custom coding. The company also:
- Saved $1 million in licensing costs in the first 12 months
- Added AI to support end user recommendations in real time
- Automated activities with integrated robotics solutions
- Enabled shared data across diverse user populations and multiple business applications
Product Area: Customer Service
Challenge: Customer Service
Challenge: Sales Efficiency
Challenge: Legacy System Innovation