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Case Study

Great American: Making annuities simple

“The system not only allows us to offer a great customer experience, but we’re doing it fast, we’re doing it in real time, and we’re doing it without errors.”

Chad Stewart CIO, Annuity Group, Great American Insurance Group

The Business Issue

Great American Annuity Group is a financial services company that serves more than 500,000 policy holders. Despite the complexity of its business, Great American endeavors to offer simplified customer service: Their brand promise is “making simple happen.” To deliver on this pledge, Great American needed more than a typical customer service desktop. It required a unified CSR desktop that combines battle-tested AI with intelligent process automation.

The Solution

Great American harnessed the power of Pega Customer Service™ to cut through complexities and make it easier for representatives to deliver exceptional customer experiences.

The Results

  • System went live in 14 weeks
  • 15 systems consolidated down to one
  • Withdrawal process reduced from days down to seven minutes
  • 50 percent time reduction for address changes
     

Related Resources

  • Learn how to anticipate customer needs and solve problems proactively.

  • Transform insurance operations with Pega for Insurance.

Pega Customer Service

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Tags

  • Industry: Insurance
  • Product Area: Customer Service
  • Challenge: Customer Service