VIVAT: Eliminating Service Complexity to Accelerate Customer Engagement
"Pega was the only single platform that seamlessly integrated CRM and BPM capabilities – which is what we needed to bridge the gap between our front end and back end processes."
– Marc Bakermans – Business Change Manager, VIVAT
- Migrated 3 CRM systems to Pega in 9 months
- Increased Customer Satisfaction Scores (CSAT) by 12%
- Reduced underwriting process from days to minutes
The Business Issue
Having complex processes and legacy application architecture made it difficult for VIVAT to provide the seamless, end-to-end, experience their customers and employees demanded. With over 250 different business applications, 2,400 individual service operations, and 500+ products for one business unit alone, it’s clear to see why this was a challenge.
“You can’t hide that level of complexity from customers or from employees” said John Agterdendos, Enterprise Architect, VIVAT.
VIVAT needed a renovation. They had to rationalize internal systems and processes in order to transform from an organization that pushed products to one rooted in true customer-centricity.
With Pega Customer Service and Customer Decision Hub, VIVAT launched their new corporate initiative to become “Customer Obsessed”. They successfully separated the channel from the work to be done – meaning that each customer receives personalized and consistent service for every interaction, regardless of channel, for every step of every journey.
But, VIVAT believed that “Having a good interaction does not make a customer happy on its own”. They needed to deliver on the products and services they promised. With Pega’s industry-leading Digital Process Automation (DPA) and Case Management capabilities, VIVAT ensured that all front office and back office applications were seamlessly integrated – optimizing the end-to-end workflow for each individual process.
VIVAT has seen fantastic results since implementing Pega Customer Service, including:
- 92% reduction in applications (13 Agent Desktop applications reduced to 1)
- 80% reduction in Average Handle Time (AHT)
- 38% improvement in Straight-Through-Processing (STP) for new service requests
- Customer Service