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Case Study

Driving efficiency through digital evolution

  • Delivering frictionless service on members’ preferred channels

  • Driving efficiency across the organization

  • Improving call service levels

"Through our digital evolution with Pega, we have become a less siloed organization—we’re all championing the same solution."

Daniel LaBarre Director – Information Center, DCU - Digital Federal Credit Union

The Business Issue

For DCU, members are the number one priority. In response to continued growth, the changing ways in which members wanted to interact, and having the DCU member-focused mission front of mind, the financial institution knew it needed to make major changes to how it approached serving members.

DCU was dealing with upwards of 15 disparate legacy systems and needed to make a marked improvement for both its members and employees across all customer touch points. As with many call centers, DCU measures its success with metrics, such as call handle times and back-office SLAs for handling requests. Some of the organization’s back-office groups hadn’t met their SLAs in years due to the aging infrastructure, systems, and processes. DCU was facing a sizable problem and understood that it needed to embark on a digital transformation.

The Solution

With Pega Customer Service for Financial Services™ as well as Chat, Email, Robotics, and Knowledge Management, DCU has been able drive efficiency across the organization and create a frictionless experience for its members. DCU has added new channels and self-service options for members. Its legacy, home-grown system has been replaced with a unified agent desktop that drastically reduces the need to toggle between screens and includes integrated knowledge articles that reduce the time to resolution. And with more than 20 back-office service requests implemented in Pega, the credit union has been able to vastly decrease its processing time.

Throughout the process, DCU ensured it had a unified front for what it was trying to accomplish – and maintained representation from all departments across the credit union. It also recognized that today’s success is only as good as its future success. So, DCU followed the mindset that along with being a digital transformation, the project was also a digital evolution. The credit union has embraced the evolution and continue to maintain a flexible mindset.

The Results

  • Reduced the number of legacy systems by half
  • Improved call service level 21%
  • Exceeding back office SLAs
  • Decreased both call handle times and abandon rates
  • Improved phone authentication by 19%

With a digital transformation—or evolution as DCU would prefer—there isn’t a defined end point. DCU is going to continue to evolve. It has not abandoned all its legacy systems yet, but Pega allows DCU to have a mixed environment as it continues along its digital evolution—adding integrations, continuing to rebuild and retire legacy applications, improving processes with automation and robotics, as well as exploiting AI and decisioning capabilities. It will continue to reduce the number of interfaces with which its employees interact and as members move to more digital channels and increase the use of chat and SMS, DCU will be set up and ready to seamlessly support those channels.

Related Resources

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Tags

Challenge: Business Agility Challenge: Operational Excellence Challenge: Customer Lifetime Value Industry: Financial Services Product Area: Customer Service