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Case Study

Sun Life builds application in four weeks using Pega

  • Reduced application development time
  • Used Pega to create low-code complaints management solution
  • Built reusable application in just four weeks

“This project has been an amazing manifestation of the power that Pega brings to the table to speed up development work.”

The Business Issue

Chartered in 1865, Sun Life supports over 20 million clients across 24 countries. As part of its ongoing digital transformation program, the leading Financial Services organization chose Pega as its case management platform.

With the changing business environment demanding faster outcomes, Sun Life took on the ambitious challenge of building an end-to-end complaints management solution in just four weeks. This new application needed to harness the power of the out-of-the-box solution Pega had already provided as well as be easy to implement, use, and reuse across the business.

The Solution

Sun Life began by building a high-level understanding of the existing business processes and pain points of the client advocacy team. This allowed it to understand in depth the solution that the team needed.

After a quick exploration of the Pega Marketplace, Sun Life’s technical team identified Pega-built solution Client Complaints Accelerator that matched the kind of business process the client advocacy team needed. With such a huge jump start, all the IT team needed to do was tie together the loose ends and tailor the application to fit Sun Life’s specific needs.

The Results

Pega’s out-of-the-box capabilities helped Sun Life not only achieve its four-week goal, but also helped its developers stay laser-focused on what needed to be built, rather than building from the ground up.

The team also saw the following outcomes:

  • The implementation of a single solution that can be used by all teams
  • The ability to reuse solutions that had already been built in-house
  • Learnings that will help inform future low-code projects and build out a playbook to support them
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Industry: Insurance Product Area: Platform
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