Case Study

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


Highlights

  • 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.

The Solution

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.

The Results

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
  • Insurance
  • Customer Service
VIVAT: Accelerating Customer Engagement | 29:06

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