Pegaworld 2016: “Mom, I went Swimming with My Cell Phone!” Connecting Front and Back Office to Deliver the Best Customer Experience (Presentation)

As a wise parent, you checked the box to buy the extended warranty coverage. Most likely, Asurion is the one providing your technology protection and device insurance services for your phones. Before Pega, Asurion agents had to juggle siloes of warranty service processes from disparate systems for each of their many mobile carrier clients. Built on Pega 7, Asurion’s Platform Horizon delivers a common solution integrating Pega Customer Service to back-end systems such as financials, risk management, payment, communication, shipping and supply chain- meeting all of their customers’ needs all in one application. Learn how in under 120 days, Asurion improved their average call handle time and NPS scores.