Pega Transforming Brokers

Know what a customer wants, then act on it

A perennial issue for the modern broker is the diversity of channels, products, regulatory constraints and customer desires making it harder and harder to delight the customer – while maximising their revenue potential to the company.

Brokers often struggle to maintain the traditional high value conversations with their clients which provide a tailored experience, regardless of channel. As a result, a key challenge facing many brokers is ensuring their clients feel the same level of attention is applied to their requirements, regardless of channel or frequency.

Failure to meet the needs of their clients can lead to reduced customer satisfaction and crucially hide opportunities to drive increases in customer wallet share.

The solution

Pega helps brokers create strategies which match the needs of their clients with the products they have available at each point of the client's financial journey with the broker.

By mapping out every possible customer outcome and making sure that each point of contact – be it face to face, through the call centre, affinity partner or the internet – is an opportunity to delight the customer and drive value, Pega ensures that every interaction is geared to achieve the best outcome for all parties.