Great American Makes Annuities Simple With Pega Customer Service
Great American harnessed the power of Pega Customer Service to cut through complexities and make it easier for representatives to deliver exceptional customer experiences.
At Great American, we make simple happen. We work very hard to help our customers understand annuities and simplify them as much as possible.
When I first started in this industry, we could compare ourselves against other financial service providers, but now, 'cause everything is real time and immediate, we have to compete against the best in class in every industry.
Prior to Pega, we were like an orchestra with no conductor. We had a lot of great sounding instruments, i.e. applications that would do all these tasks, but there was no way to bring 'em all together.
Our CSRs has had to interact with up to 15 systems. Now it's a single pane of glass. They can see all the information in one user interface. So with Pega, the CSR is able to resolve that call on the first call. It's in the system, it's done, it makes things quicker. It actually makes the CSRs' job more engaging. I think the best part about it is we're only having to train the CSRs in Pega.
And the technology has made all of their work that they're doing simpler and easier for them to conduct. Our withdrawal process previously took 24 minutes and it was spread across multiple days. Now with Pega we can complete that transaction in about seven minutes.
Through artificial intelligence and other automation, we have been able to eliminate the manual keystrokes in a lot of our transactions and freed up our employees to focus on the human side of the interaction.
By implementing straight through processing of address changes in Pega, we have been able to reduce the amount of time it takes to process that change by more than 50%.
It definitely made a difference in my day to day because sometimes I would spend extra hours after work or before work sending out confirmation letters that Pega now sends out for us. And so the system not only allows us to offer great customer experience, but we're doing it fast, we're doing it real time and we're doing it without errors.
So from a customer satisfaction perspective, we've seen a reduction in repeat calls and status calls.
Pega has improved business and IT collaboration in ways that we couldn't have imagined. It took us 14 weeks to implement Pega from the time we bought the product to we were in production.
Since then, we have been able to roll out new functionality to users as frequently as weekly.
I think we originally targeted to do it quarterly and the fact that we can do it weekly has just exceeded all of our expectations. So our plans for the future include a lot of Pega. In some ways we view this great new tool that we got that's kinda like a Swiss Army knife. There's so many things we can apply Pega to solve for us, and we're so excited about that. Our world is constantly changing. Only Pega lets you build for change.
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