Case Study

TCDRS delivers a superior omni-channel experience

"Pega is allowing us to become more customer-centric, whether it’s providing better self-service to our customers externally or providing the means to our internal users to provide better customer service."

The Business Issue

The Texas County and District Retirement System (TCDRS) provides retirement, disability, and survivor benefits to help nearly 700 employers and their 255,000 employees plan for the future. TCDRS’s goal is to deliver services on par or exceeding those of other public or private institutions. To help continue their leadership and success, TCDRS needed a next-generation customer service application to facilitate rapid response to changing regulations as well as provide omni-channel customer service support.

The Solution

TCDRS selected the Pega Customer Service application as part of a four phased strategic initiative to update their existing technology while improving service to their members. With Pega, TCDRS eliminated 5 systems and dramatically reduced system maintenance costs. By giving customers the ability to make changes to their own accounts, 60% of beneficiary updates are now conducted on-line. Furthermore, employers can now run cost benefits studies in a matter of seconds, reducing the wait-time by weeks.

The Results

  • Cost benefit analysis reduced from two weeks to on-demand
  • Improved customer service both externally and internally
  • 60% of beneficiary updates now conducted online
  • Eliminated five costly systems

Related Resources

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Tags

  • Industry: Government
  • Product Area: Pega Customer Service
  • Challenge: Customer Service
  • Challenge: Operational Excellence