I love the topic of change. If we're not changing, we're not keeping up with the market, we're not keeping up with competitors, not keeping up with regulations. Bridgecrest is an auto finance company. We support customers throughout the entire journey from loan origination; through any customer service they may need along the way. Most organizations don't have an effort problem. They have a clarity problem. We previously operated in an environment that was very segmented with a lot of manual processes that had workarounds or exceptions to them. We thought we were aligned, but when we took a step back and looked at results, we realized, “oh, we're not.” Each workaround we added, each workflow that changed a little bit, well, suddenly that was more that we had to document, more that we had to train on, and more that we had to keep our arms around, and it became more and more difficult.
In our previous state, we were so segmented that our frontline staff would have to think, "Okay, I've gotta jump to this system for that and then jump over to this system, and then I'm gonna put it all into this system," and it got so complex. This was definitely a legacy transformation project for us. We rethought about what transformation is. We originally thought that we needed to just rebuild our existing systems, but we found out that that didn't work. We needed to rethink about how we designed the entire process from end to end and go in with that clarity to ensure that we've got the right alignment and the right workflow. We've had a ton of huge wins with Pega. One I would call our “from five days to five minutes.” Our customers sometimes need a change in their payment due date. The current process takes us five days with multiple handoffs between different users, different employees, different systems.
When we went to go streamline that with Pega, we were able to reduce that all to the same interaction, and it only took five minutes with the customer on the phone to go from having one due date on the first of the month to a new due date on the seventh of the month. They're happier, we're happier, and we can align everything so much quicker. What has changed since we rolled out Pega is there's less ambiguity, there's less workarounds, there's less questions, frankly. We've seen a huge transformation. We believe that it's translating into more predictable outcomes and better customer experiences. We're so proud to have achieved the rollout of Pega. We know that customers don't experience our org chart. They experience the processes that we've implemented. And we've been getting consistent feedback from our customers that it's smoother, faster, easier to understand, and that's the ultimate goal.
Those outcomes, they can provide our customers with the right servicing solutions at the right time, and our customers are happier as well. That's what we're most proud of.
