PegaWorld 2025: Rapid Response: Supporting Your Agent/Broker Networks

PegaWorld 2025: Rapid Response – Supporting Your Agent/Broker Networks

It's great to be back again. Some of you may have been following our Pega journey because we've done this three years in a row now, and we've had a pretty cool story to tell. And so I want to tell you a little bit about our company first. I represent Aflac, and we are the number one provider of supplemental insurance in the US.

And what's key in that first statement here is that we support a network of more than 40,000 agents and brokers, and that is going to be kind of foundational to what our discussion is today. We began our Pega journey back in 2017. I actually got tapped on the shoulder. My VP called me to the office and said, we want you to take over this thing called Pega and the ECM replacement.

I was the least technical person on the team and was terrified. Okay, now I will tell you that the ECM part was not so much fun. Pega has been a joy and it has been so easy, even for someone who grew up in the business to come in and learn and lead it. What have we done since 2017? We've been a little bit busy.

We've built 34 applications, and when I say applications, these are separate applications. Each of them have multiple types of use cases. We support many, many business units with them. So they're very unique to what they need. And we've also got four that are also in POC or build right now. And we'll talk about one of them in a little bit.

Um, so we have been able to replace all of our legacy workflows. What was really cool is that we replaced our first workflow, so stood up the entire infrastructure learned Pega brought our Pegasystems partners into the building with us. I'll be honest, and we put our first one in production in a year, and that was pretty phenomenal for that kind of legacy transformation.

And since then, we've replaced two legacy platforms. Um, won't call them by name, but they were old and they needed to go. Um, we've also implemented Pega underwriting. So we use the underwriting framework for what we call our enterprise proposal system in our group business. And then we've also replaced anybody have any homegrown systems? Yeah, we had one called Client Central.

It was in our call center and we actually replaced that completely earlier this year. They're nodding at me. That's right. And we're able to disarm it completely. And we're using the customer service framework there. So we have a Pega presence all over the place. We have five panels, and right now we have a presence in our individual business and our group business, in dental and vision and in Aflac corporate, and we will be expanding into our life and disability personnel this year.

So we're really, really excited about the coverage, the footprint that we have and where we're still going with Pega, even though we're in the eighth year of the journey. We also use Pega's app factory, and we started that about three years ago. If you followed us in our sessions in the previous years, we've talked about the Pega thons that we do, and we use the app factory and we use Blueprint to actually bring in business and non Pega technical teams, because I have one of them with me today.

So what we've done is we've kind of done this roadshow thing right. We go to our business partners and to our other DS units and talk about the art of possible what Pega could enable in their business. And we also talk about innovation as usual. The fact that you don't have to have a bunch of strategic funding. It's low code. It's easy. You've got tools to make it happen. And so we've been kind of evangelizing maybe is the right word. And increasing our footprint just kind of intrinsically through those discussions with our partners. This use case that we're going to talk about today is actually from our Pega fund in 2023.

So you go, well, that's been a little while. And we thought it was important to circle back. So we've talked about what is a Pega. And we talked about some of the cases that we did and how we structure it and all those kinds of things. But we wanted to come back with one of the actual use cases. How many of you have been to a hackathon? First start there.

Anybody? Hackathon? Okay. Of all of you that you had your hands up, raise your hand if your hackathon idea actually went to production. Thank you. I'm glad there are a couple. Okay. But the reality is, how many times do we go into these kinds of events, right? And we do something and it's cool and it never goes anywhere.

So this is a success story. This is one of our pega.com cases from our second Pega thon. And it's actually in Prod. And we've got some results to share with you about it. So let's talk a little bit about what our use case was. So it's a really interesting story. We got a CIO who was new to the company in 2022.

And guess what the first contract was. She got to work on the renewal for. It was Pega and it was a big one. Okay, so that was fun. We'll start there. But the more interesting thing was she had never heard of Pega. She didn't know what Pega was, had no knowledge of it. So we were kind of feeding her a lot of information to the point that she actually keynoted at PegaWorld the next summer.

So it was really kind of cool for us. But in learning about Pega, she had a fellow VP who reached out to her and said, I'm in trouble, I have a problem, I need help. And she reached out and said, hey, that pega.com thing you're about to do, do this? Yes, ma'am. So we had a sales escalation process. So remember those 40,000 brokers and associates, you know what our sales escalation process was? If you had a name or you had an email or you might call the call center, you did those things, and we took those things and we manually entered them into a database.

That was our sales escalation process was fun, and they had grown a little bit from there. They had taken that back office database and they had moved it into, of all things, an IT ticketing system. Now we all love IT ticketing systems, right? I hate those emails. But anyway, we had put it in the IT ticketing system.

I mean, obviously there are some limitations there. It had a job to do it ticketing, not to service your external customers whose business you value and your job depends on them. Right. So let's complicate it a little bit further. It decided we were going to replace that ticketing system and the new system that we were going to.

Well, it didn't handle this unless you wanted to buy up a new package. And that package was going to cost me $250,000. Okay. That's not a whole lot of money. Yeah, it is. It's a lot of money in a budget, right? And there were bigger problems than that. So if you have an IT ticket number in your ticketing system, you can go look it up even if it's not yours.

Right. So if one of my team members entered a ticket, I got the number. I can go look at it. And these escalations, they they might have some PCI or PII or some health history Phi. And that means it was exposed to everyone. So we had some major security concerns that we had to address. Right. Privacy, security and role management was also a problem because again, if you're in the ticketing system, anybody can see anything.

All right. And then beyond that the ticketing system is really great. It will let you know via these automated emails. A lot of times they don't make a lot of sense maybe that your status changed, right. So it did those things but it was lacking. But Pega and I say that kind of facetiously, but remember, we've been socializing the art of possible and innovation as usual.

What can we do with something we've already got in house? And I'll be honest, when I started with the CCO about three years ago, the biggest problem we had is Aflac as a company didn't know what Pega was. We had done some things, we'd done some cool things, but we weren't telling our story. We weren't getting it out there.

And so we had to introduce the Pega concept to the business. I will pause right here and tell you that I have my business product owner and business owner of the application here, Jeff and Christian Wave. So these are the guys that we worked with to build the app. Simp is our sales escalation management portal.

Great name. And what it provides is a single point of entry for Aflac agents, for our brokers and for our marketing leadership teams. So these are 1099 workers in a lot of cases. And then when you get to our leadership team, you're talking about people that are actually Aflac employees. So the roles are very different.

Their security profiles are very different. And we had to manage a very hierarchical process because. there were certain things that we wanted a coordinator. So we have a coordinator level, right. We wanted them to be able to do, but there were other things that should only be done at a state level or at a marketing territory level or something like that.

So we had to control what we call our field hierarchy, and we also had our sales resolution office that is represented here today that had to manage it. Um, I didn't put the bullet on the page, but I'm also going to add that this same system is used across the company by all of our internal employees and contractors in the event that they receive an escalation kind of outside of the system.

It still happens some. Right? So they use it as well. What it does is it opens a channel for them to manage their escalations. But in doing so, we also realized there were things that they were reaching out just via random weird paths, or maybe SharePoint or an I am right to get a request into us. And so what it also facilitated was opening a channel for what we call routine or standard request.

Right. So in places where there isn't a workflow or there isn't a digital way into the company, we actually were able to give them that option through the UI so that they can based on their role. If I'm a lowest level team member writing business, the only thing I can get to is standard request that are appropriate for me, and then their management can get to the right level of escalation request.

So it allowed us to do both in just a single UI. And so let's talk about what the needs and expectations were okay. So our customers wanted it to be easy. So I'm going to go back to my IT ticketing system reference. Do you find them to be intuitive and easy okay. That's a no. All right. Um, and the other thing was, I'm not going to say you didn't have any real time capabilities because I could go back and look at the ticket I had opened. Right. And I could drill down the page. I'm going through the one that we use in my mind, so I can scroll all down the page, and I can look at the different history items, right, to see what's going on with it, what status it's in, who's got it. But it's not nice and it's not easy. Um, and the other thing, the communication was limited.

Really. What you got were the system generated updates, if the status changed or if it was reassigned, uh, and if it was closed, you got a little note that said was closed and you know why it was closed or how it was closed and whether you got resolution. So communication was kind of limited. So they had some definite needs.

Um, from a customer perspective, customer being my broker associate out in the field, right then our business partners had some needs as well. They needed a real workflow, you know, something that kind of logically moved from step to step, and they don't handle them all within one team. We do allow our business partners to manage their own tickets.

So while we bring them in a central door and our sales resolution office facilitates a lot of this, we assign them to the right team. So if I get an escalation because the claim wasn't paid correctly, let's say they're not going to work it. They're going to get out to the claims team who knows it best, they're going to fix it.

They're going to respond. And so we had to have a workflow. And, you know, something that would work across our enterprise needed to be fully integrated. So our customers, they don't like so much having to type in a lot of information. So we wanted to make sure we had integration. So if they put in a policy number or a group number or, you know, some kind of reference number that we would retrieve back the data, they could just basically validate it and say, yep, that's my person, let's move forward.

Right. So we needed integrations. We needed the role based security that we talked about a little bit earlier. Well, role based access and then security was a whole nother thing. We're about to talk about that the other thing we needed was robust reporting. Um, it ticketing tools aren't great in and of themselves providing reports and views of things.

And so they really needed trending. They needed root cause analysis. They needed things that required a better level of detail and management of the case. So we use Pega. Imagine that. And we were able to rapidly respond to the needs that are outlined on this page. We were able to address what the field needed and what our internal business partners needed.

And we were able to remove barriers is what we call it, you know, and we were able to allow them to focus on what we need them doing, which is selling and servicing their customers while we take care of the shop. So let's go on and talk about the value. Now we all know the bullets that, you know, circle the the Pega circle there, right? We know it provides value.

But let's talk about some specific value points. We avoided purchasing that other software. So that was 250 K right up front that we did not have to outlay. Um, I was able just to get a new app built right in our Pega enterprise. Beyond that, speed to market was a big deal. So I didn't say it earlier, but that system replacement, by the time our business found out about it, it was almost too late.

I think it's going to be the best way for me to put it right. Meaning they were already moving from one tool to the next and oops, you're not going to fit well. So either buy up or do something different. So we had to do it fast and we knew we had to. And it says that we built it in 90 days. And then if you go through change management training and all those things, we actually had it fully rolled out to our field in about six months.

So from point of request to we're done was about six months. Um. obviously we know the UI is better, so I've been badmouthing ticketing systems, but Pega provides a great UI for a customer experience. It's a guided experience, right? And what's really cool is when you get your escalations from everybody in whatever method they choose to submit them, you may not actually get what you need in order to facilitate the request.

And so using Pega in the UI, we were able to very clearly capture what the request was. All the required data elements, you know, imagine getting a request where you get John Smith as the name and no policy number. And so we kind of require them to do things so that we can better assist them as we get the request.

So definitely a better UI and a better experience there. Role based access. We know Pega does that well right. So that's not the problem. Let's talk about what the problem was. So we're a very conservative company. We might have some really high security standards. Imagine that. Right? And if you're inside the company, inside the firewall, we use ad groups.

We use single sign on. It's easy, right, that we do it all the time. Those 40,000 other folks that are out there, they didn't have those same things. Now they did authenticate to login to their they have like a portal, right. But that portal had never interacted with one of our applications. So we had to build out some really cool things where we translate their 1099 associate login into something that mirrors and aligns to ad groups inside of us, and basically do a pass through authentication so we're able to securely let these guys in.

Why did it matter? I could have just let them submit a request all day long. But remember that note about dashboards and reporting and seeing and communications. We wanted them to be able to see those things in Pega. We wanted them to be able to log in and see the dashboard of the request they had submitted and where they stood.

We use Pulse internally at the case level, so that we can converse with them and give them updates, or ask questions, or let them know what's going on. And so that was an important part. And if I couldn't get the security in place and give them that level of access, we couldn't have done that. So that was probably the hardest thing we dealt with with this app, to be very honest.

But we got through it and it's working incredibly well. And I kind of already talked about the dashboards. You know, it was critical for them to be able to see what was going on. And it also facilitated communication, not just through the emails that we can generate through Pega, but the Pulse, the updates in the dashboard itself so they know what's going on.

And that's important. And these were new transformative workflows. So when you look at what we replaced there was no workflow. Right. It didn't have a beginning and an end. It didn't have logical steps. It wasn't rooted. It wasn't well driven. Right. To get the results that you need to turn around quickly.

So now they have using what Pega does best, a very transformative workflow in this space. And we also provide visibility to their leadership. So remember I mentioned having the hierarchy earlier. So what's different here is a lot of times when I log in I look at my cases right. We needed to be able to let Lauren, who's my boss sitting back there, look at my cases.

But everybody else that works for her as well. And her boss, Matt, needs to look at everything for our division. Right. And so we have the ability to do that hierarchical view. And so not only do I know what's going on with what I submitted, my leadership team can check and see what's going on as well.

And the other thing that it has done is it's reduced the follow up. So when you don't have communication and you don't have transparency and visibility, what you get are a lot of second and third requests. What's going on? What's the status of my item? Have you done anything? Did you forget about me? And so this has allowed us to see a reduction in follow up and those even further escalations.

So maybe the coordinator submitted it. And because we haven't managed it in a timely manner, they escalate it to their boss. Right. And so now we've got a state office or a marketing territory coming to us saying, why aren't you taking care of this thing? So definitely has helped. I'm going to say reduce work items because you don't end up with second and third requests.

All right. And where I'm at communication. All right. So we've already kind of talked about it a little bit. But they're actually very aware of what's going on with their case. They don't have any questions about that. They know what's going on and are very satisfied with that. The other thing that has been important to our business partners is automated Tableau dashboards.

So yes, we've got dashboards in Pega and we do leverage them. But we've learned over time that the larger the app gets and the bigger they get, you do better to do a tool that is better adept at taking that data and massaging it. We're going to say so we do use Tableau, um, to take all the data out.

And why it becomes important is they do a lot of root cause analysis. So if you're getting escalations over and over and over again, you need to get to the root cause so that it's not an escalation tomorrow. So our sales resolution office works very closely with business partners across all of our panels, to be quite honest, saying, okay, here's your report for last month.

Here are the escalations we got about your business processes. Here's your top three. And you know they talk about is there something we can do to fix that. You know, can we take number one off the list? Because we address this kind of thing. So they're doing trending. They're doing root cause analysis.

And you're actually ending up with a better satisfied customer, a better running business because you're addressing those escalation points. So the story is pretty cool so far, right? We've given them something totally transformative, something totally new, took them out of the wrong tool for the problem, and put them in the best tool for the problem.

Here's where it gets even cooler. We rolled it out. Now, do any of you work with brokers and associates in here? Anybody in here or most? Okay, we got a couple. They're easy to please, aren't they? Yeah. Yeah. Exactly. Right. Yeah. They are just the sweetest, happiest people that you'll ever meet. That's why you're bald.

Yeah. Good, good. Um, so we rolled it out. And. Change is hard, right? For any of us. They liked it. Day one. They were happy. They started talking it up. Day one. OK it went over that well. So when you're rolling something like that out to that community, who is hard to satisfy and to keep happy, that was a huge win.

Just day one. And it went so well that another PNL that we had acquired in the last year or so prior to this, maybe probably while we were building this, they might have been having some problems. You know, sometimes when you buy that new business, you got a little opportunity. We're going to say, and they were like, we want one.

So they needed an escalation system. And so what was really cool Pega the situation Layer Cake allows for reuse, right? That simp app, the way I explained it to my business partners is we cloned it. Okay. But basically we were able to use the foundational code that we have built for some, and we created a new app called.

Tracks and tracks basically does the same things, but there are case types are different and their their options and the type of escalations were different. So we just had to go in and do a little bit of tweaking, let's say, to the case types and to the data elements and the things that we capture and require for their escalations.

Um, remember that role based access? That was so much fun for SIM, we were able just to copy it over because it's the same user base. So all the nightmares and the things that we had to work through on the first build were a no brainer the second time around, and we did use Pega BPM. And what's important there is we used it for an escalation system, but guess what we hid underneath and we're doing right now for phase two.

They're going to get normal workflows. They don't have a workflow of any kind in that business space. Everything's done either through JIRA tickets or emails or SharePoint or IMS. And so underneath the escalation system, when we built it, because CIM already had it, remember they do standard and escalations.

So when we used SNMP as the clone for tracks, we actually gave them the ability. And we're working with them right now to turn on what we would call a standard workflow. And that's going to be a huge win for a company that has nothing in that space. It took us 90 days to go live. So because we had done SNMP and had worked through all the problems and everything from the point we got, the ask to go live was 90 days.

And that's where we talk about the speed and the, you know, the reuse being so critical to what we do in our Pega space. So the story doesn't end there though. And that's what's kind of important to know. Um, you put an app out there and the app's doing its job, but is it really doing its job? Do you really know? And one of the things that our sales resolution team does is they survey those 40,000 people that are using that system, right? You know, the ones that are so easy to please.

And we actually got the results in a few months ago of the annual survey that they had done. And we saw the highest growth in satisfaction in that survey in the history of the surveys that we've been doing for 4 or 5 years, I want to say now. Okay. Um, we might say that it might have doubled from its worst point.

Okay. So we're in the mid high 90s now on satisfaction, which is incredible when you're dealing with that audience. Okay. And not I love our brokers and associates. Don't take it the wrong way. I work with them very closely for 25 years, but they are a tough group. And so for them to come back and say, I am satisfied this well, Will.

You've done a good job. Um, we now have two scalable, sustainable escalation processes. We've got room for growth. Why does that matter? So remember that little note about we've got things that come in sideways that don't have workflows. So Christian, my product owner for simp, has made it his life's goal to see how many of those business units we can bring in. So we're actually adding them to the UI and giving them a digitized way to get work items to us in a logical way, in something that is tracked, that is reportable, that is visible. That's not dependent on me not being on PTO. Right? So we are expanding it. I think we've done six in the last couple of months.

Seven oh, I missed one. Okay. So we've added seven additional business units this year in the last couple of months. So very flexible meeting our demand, letting us bring in and really digitize and transform things that were manual. One off. Just kind of a mess, to be very honest. And the other thing is we see that productivity is better.

Okay. So we know that if you get all the right information in our sales resolution team is more efficient, the teams that they assign the workout to is more efficient. But by making it easy to submit to follow up to see the status, we actually improve productivity even for our brokers and our associates.

They don't have to chase down things. They don't have to escalate second or third requests. They can go take a quick look at their dashboard, see where things stand, and go sell the next business. Right. And that's what we want them doing. And then we're well positioned for the next round of asks that are coming from our product owner there.

Um, so, you know, we are really excited about the results. We think it's been a phenomenal journey. Um, and I think it's pretty cool to share. You know, a hackathon does not have to just disappear as if it never existed. This is an incredible result from just a Pega thon that we did, and we actually had the proof of concept.

If you didn't attend in the last year or so, we actually had proof of concept viable at the end of eight hours. So what we ended up rolling out came out of that Pega thon. That's what this is. Um, and the other cool thing and these aren't on the slide, these are some things that just kind of happened since we submitted all this, but let's talk about some other results.

So it's not just about simp and just about tracks. Um, remember that customer service app that I mentioned earlier that we built? We won the foundry CIO 100 award for Innovation in April, and that was our customer 360 Team Wave. I've got them here with me today. So yes, CIO Award Pega. And um, we also I mentioned that that road show that we were doing right.

Where's my quoting team? I have a group here of I don't. How would I describe them? Not legacy. Y'all doing some cool things there. But these guys had no idea what Pega was. They run a lot of our incredibly important systems and have for a very long time. Right? They didn't know what Pega was, but they had an app they needed to replatform.

And so in the road show, we got their attention. They joined the Pega thon last year. Pega quoting is going to be a thing in a couple of months, right? So we've got a new team of non Pega trained. Um, didn't know what Pega was at that point in time. Folks that are building a Pega app to replace another legacy kind of tool that we've got.

So the results have been incredible. The Pega Allianz have done some great things. Pega is just a tool itself has just been phenomenal for us in the last eight years, and I don't think there's anything else that we could have done better than choose Pega for this journey. I'll be very honest and that is the end of the presentation. Thank you. Are there any questions? Anything I can answer or share? Yes. So great. I've heard a lot. Um, a key topic in my mind is. Do we need them? Yeah, I think they're recording, so if you don't mind. I'll repeat what I said. Fantastic. Thank you. So the key topic in my mind would be ROI in terms of a ratio, right.

So you say that obviously it was less than the initial 250 K, um initial systems price tag, but what would you say would be the ROI of the old way of doing things in the process versus the what Pega had to offer? Um, so I don't think and y'all keep me honest, there was no charge for the tool that you were using that time, so they just kind of plugged themselves into the existing.

So we didn't save any money by not going. Not staying where they were. But we would have had to spend the 250. So, um, now beyond that for us to build it. I had an incredible partner team at the table who invested in it. So the work that we did along with the business was, I'm going to say, cost neutral for us.

And my Pega licensing allowed me to bring the app and the use cases in, so I had no cost outlay. Um, the only thing I would say, and my boss actually asked this question a couple of weeks ago, what is it costing us even now? Right. I have one person who manages this app. They not only do what I would say, the run.

You know, they keep the lights on, but they're doing the grow and all the transformation activity. So I have one resource. My investment is about what, 50, $75,000 all in on an annual basis. And a lot of it's soft. And I actually, I don't know how we stand on a belief and Christian have been asked to help us bring in those other costs so that we can actually do a real ROI on it.

But from an outlay perspective, there was no outlay. I've got one resource supporting it, and we're going to try to quantify better the satisfaction and the efficiencies that we've gained. But no cost. Sorry, can't answer it completely. Any other questions? Hi. You mentioned you implemented Pega underwriting.

Can you elaborate a little bit more on that? And what, uh, what use case you're using that for? So we actually do underwriting in two different ways. So I'm going to be really clear, because we actually met with a couple of clients yesterday to talk about it. We use Pega Underwriting platform. So the framework itself for what we call our proposals.

So we'll have a broker want to sell a business. And he'll basically ask us to respond to his request. You know, what products can we offer, what rates, what benefit levels, that kind of thing. So we bring that into the proposal system. We use the workflow there and the underwriting framework to get it through.

You know, the underwriters, the actuaries, the everyone that has to have a voice. Um, the business leadership, if we're, you know, special case. So we're using that framework in that proposal, that pre-sales position. Um, I want to mention the other one, because I think we're doing some really cool things.

And it might be it might be the topic we need to do next year. Right. We're doing some cool things in the Pega underwriting space for our individual business. It is Post-sales underwriting, meaning the application has been taken. I have an app in my hand, but something on the application has triggered the need to dig a little bit deeper.

So whether it's something they disclosed in answering a question, whether it was an MIB check that we did or whether it was, um, a knowledge that we had claims that we had paid previously, that kind of stuff. We've actually been integrating with all of their external partners. So mybe I can't even name them all health picture.

I know y'all are. Where'd y'all go? There she is. So we had about 15 ish external integrations. We've gone in. We've digitized all of that. So we are getting, submitting and retrieving the requests digitally now getting all the medical information in. We actually are bringing in all the data from all of our systems now into Pega.

We are letting Pega interact with our back office system. So as we approve or we request information, it's coding back to life 70 if anybody knows that name. And, um, we're at the point now that we're building what we're calling expert underwriting. So now that we've got all the data and everything's digitized, we're going to use Pega and line of business by line of business.

We are building the rules then, right? So if you do this and you answer this, we need you to trigger that request automatically. It's not going to be somebody requesting it. Um, hopefully we'll get to the point that we can do easy decisioning pretty quickly. And then, you know, make sure that the tougher cases get to the senior underwriters where they belong.

So those are the two spectrums that we're doing it on. Is that answer. Okay. You're welcome. Any other questions. Thank you so much for sharing your experiences. Um, do you have any experience on any limitations? Um, when you're working with Pega. Right. Looks like you're heavily into Pega. So, uh, do you want to talk about any challenges while implementing Pega, especially around the data storage or reporting? So, um, we are excited to learn some more while we hear about maybe the real time bits.

So we do a lot of Bix extracts and feed business objects or power BI. And yes, that has not been the easiest, friendliest thing. Um, I will tell you that we've been a little challenged because a lot of our business, because of the type of business we're in, we're in Insurance, we're heavily regulated and we get audited and we have to respond to market conduct, those kinds of things.

So we have to have the data available. And if I keep everything in Pega, I'm in trouble. Okay. The volume is significant. So we do we export to Bics. Um, we do the larger Bics reports the everything nightly. We do incremental Bics throughout the day so that we can keep things moving for them. Um, and it's been a bit painful.

So we have had discussions with Pega about, you know, a replicated database that we could source because we know that if they try to hit us in prod, it creates issues, you know, stability issues. So we don't want that. So we are, um, excited to talk to them more about the real time Bics. And that's something we're working on for our renewal, on our contract.

Um, we have found a way to work it. Let's just say, you know, by using the incremental throughout the day and the overnight books, and, um, we do not do the heavy reporting in the Pega apps. It it will affect your stability and your latency, let's just say, particularly if you've got a large app. So I think we were talking yesterday, my individual claims app is running 10 million cases a year.

So if I leave all of that data there and they try to do those queries there, and they don't do it for what's active today, they want to look back the entire year or last year or whatever. They will bring my system down if they do the wrong search. So yeah, it's definitely been a pain point, but we found a good working relationship with it for right now and think Pega is addressing it with real time bits. Thank you so much. I can relate my experience with what you are. Yeah. Does that sound familiar? Yeah. And, you know, we've had to be very cautious. You know, I, I don't know that any of us knew how much we call it historical reporting now. So, you know, if you're not talking about an active case or what's going on today, right? They they do look backs.

We get requests. I've got a little guy somewhere in this room, Harry, who is constantly having to go out and run reports behind the scenes because they want to look back and they want to look at it differently this time. Right. And so it's it's been a learning curve for us and what they wanted to be able to do.

And we just have to teach them that. Pega is not your reporting tool. Yes, you've got dashboards and yes, you've got reporting and yes, use them, but you're not supposed to use them when you're looking back a year. And that's been kind of part of our messaging and teaching. Any other questions? Thank you, Terry, for sharing your story.

Um, I have a question. You mentioned about 40,000 agents or brokers that you onboarded. Did that Cost anything extra in terms of licensing? It did not. Um, we are not charged based on our user. That's not how our our contract is constructed. I can't talk. But, um. No, there was no cost there because we don't get charged by user licensing.

We're doing it based on the number of environments, the storage and the use the cases case volume. Another follow up question was Simp built on top of any of the sales automation or customer service module? No, we haven't implemented um, well, we've got customer service framework. Um, we don't have like CDH or anything like that in yet, and we're not doing sales automation yet.

So this is true. BPM Prpc. Thank you. No problem at all. Any other questions? Well, they're probably going to boot us out of the room because I think we're out of time. So thank you for joining today. I'll be around..