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.”

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