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Case Study

First Tech Federal Credit Union chooses Pega for streamlined omni-channel customer service

  • Automated more than 100 manual service forms into intelligent workflows
  • Improved NPS by 20%
  • Improved data accuracy of back-office forms by 100%

“We identified Pega as the best solution to support our growth and improve our member experience. A combination of the Pega Customer Service solution with its business process management automation, AI, and machine learning capabilities, was exactly the right mix for us to transform the credit union.”

The Business Issue

First Tech Federal Credit Union serves the employees of the world’s leading technology companies, meaning its members have extraordinarily high expectations for a stellar customer experience. However, internal and external challenges made it hard for the credit union to deliver the best member experience possible.

On the back end, First Tech relied on several disjointed systems that disrupted and deteriorated the customer experience. Manual work to support member requests resulted in inconsistent service and increased the risk of errors.

In addition, its existing CRM system could not simplify and automate critical support functions and instead required staff to use many different core banking systems. As an example of this complexity, agents relied on more than 100 SharePoint forms and Outlook templates to complete day-to-day member service requests.

As the credit union grew its business, staff continued to struggle to manage all of the different tools and systems required to deliver quality service to members. Accordingly, the credit union embarked on a journey to transform the ways it delivered customer service to its members and simplified the work for its representatives.

The Solution

First Tech identified Pega as the best solution to improve its member experience and support its growth goals. The credit union implemented Pega Customer Service, which will serve as the cornerstone for its enterprise transformation strategy.

Using Pega, the credit union successfully converted more than 100 manual service forms into automated workflows called ‘per forms.’ The results were immediate – the member experience improved dramatically, and representatives no longer need to fill out manual forms for service requests, resulting in faster time to resolution and fewer manual input errors.

Building on the success of 'per forms', the First Tech Federal Credit Union migrated from Salesforce CRM to Pega, reducing the number of systems needed and allowing them to dial in on streamlining service for members and employees.

The Results

  • Estimated $200M+ business case based on 5-year NPV
  • NPS improved by 20%
  • Average call handle time reduced by 40%
  • Employee licensing cost reduced by 85%
  • Reduced open and in-flight cases by 60%
  • Data accuracy of back-office forms improved by 100%
  • Domestic wire transfer process reduced from 105 steps to 5
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Industry: Financial Services Product Area: Customer Service
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