Case Study
Sun Life deploys new application to 15,000 advisors in six weeks
-
Global pandemic forced acceleration of digital transformation initiative
-
Used Pega Platform to build onboarding application
-
Rolled out application to advisors ahead of schedule
“Pega's unique ability to build for change and center-out business architecture enabled our product owners to react with speed and flexibility to address business challenges.”
The Business Issue
Headquartered in Toronto, Sun Life is a leading international financial services organization serving more than 20 million clients in 24 countries. Its stated purpose is to help clients achieve lifetime financial security and live healthier lives.
To adapt to a changing market landscape, Sun Life embarked on a digital transformation initiative. The main goal was to digitize what had traditionally been lengthy and cumbersome paper processes and adjust to the needs of advisors and clients looking for more digital experiences.
The COVID-19 pandemic forced Sun Life to accelerate this initiative. Without a digital solution, advisors’ ability to support clients would not have been possible.
The Solution
Sun Life chose the Pega Platform as the foundation for its Sun eApp electronic onboarding application. The organization used several of Pega’s key capabilities including Product Builder for insurance to define eligibility criteria and Pega Survey to capture complex reflexive questionnaires.
In response to the pandemic, the Sun eApp team quickly pivoted from a controlled pilot to enabling digital capabilities across the entire advisor salesforce. By embracing digital enterprise methodologies, the team was able to deliver digital capabilities in rapid succession that included new services with strategic technologies.
The Results
- Accelerated application roll-out to over 15,000 advisors in a six-week period, ahead of the previously planned six-month schedule.
- Advisors submitted more than 50% of applications through Sun eApp, ahead of 25% target.
- Sun Life Pega CoE has helped deliver over 15 applications that are directed towards customers, advisors, and internal uses.
Related Resources
Video
Center-out Explained.
White Paper
Achieving digital customer service transformation.
Infographic
COVID-19's Impact on Digital Transformation.