ANZ Transforms Global Business Operations With Pega
To drive ANZ’s super-regional strategy, they implemented nine Pega applications across 11 geographies, covering 3,000 users who are managing over five million customer interactions a year. With Pega, ANZ reduced the number of applications to resolve an inquiry from fourteen to one. They improved first touch resolution by 20%, and reduced card dispute resolution time from 45 days to ten minutes. Pega’s ability to directly capture objectives also empowers ANZ to meet market requirements in a fraction of the time when compared to traditional business applications.