PegaWorld 2017: Revolution to Evolution - Shifting Gears from Major Investment to Continual Improvement at CSAA Insurance Group (Presentation)

After running a large 18-month program to implement and enhance Pega CSi and SFAi in CSAA Insurance Group’s customer service division, they needed to bring the program in for a landing. Their funding model, people, processes, metrics and tools needed to be adjusted for a lower level of ongoing investment. With the adjustments to the organization, staffing and processes and leveraging DevOps and other tools in their environment, they were able to create a close partnership between business and IT. This new alignment ensures continual improvement in their CRM implementation and employee and member experience.