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June 2-5
MGM Grand
Las Vegas

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Session: Customer Case Study

Optus - Increasing Customer Satisfaction while Reducing Cost to Serve with Digital Case Management

Date and Location

June 4, 2019, 6:30PM - 7:15PM EDT
Premier Ballroom 317


  • Penny Willcock
    PO, Digital Case Management
  • Derek Tinworth
    Digital Product Owner
When challenged to go live with a project in 90 days most development teams would panic - not the new agile squad at Optus, known as “On The Case”! They have Pega on their side. The cross-functional squad went live with “Digital Case Management”, a digital customer facing application that allows customers to raise a case directly online or in the Optus mobile app. The goal was to decrease the number of calls into the call centre, increase issue resolution stats and increase customer satisfaction, with the aim being to move more customers to the digital channel & decrease the cost to serve. Using an Agile delivery model with Pega working with Optus side-by-side, the Optus team has been able to deliver in weeks what would have previously taken them 12 months or more.

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