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Case Study

StepChange simplifies and accelerates their customer journey

  • Supports 600,000 people in financial difficulty manage their debt each year
  • Drives problem debt avoidance through proactive outreach and financial education
  • New solution is omni-channel and mobile-friendly, supporting live chat and co-browse

“With our legacy systems, we wouldn’t be able to achieve our goal of doubling the number of clients we help over the next three years. With Pega, we now have a customer service platform that dramatically simplifies and accelerates the customer journey while improving the level of service we provide.”

The Business Issue

StepChange Debt Charity, based in the United Kingdom, provides the UK’s most comprehensive problem debt advice service. Over the past 25 years, StepChange has served more than five million people experiencing issues with debt and helped clients repay over £4 billion.

The increase in demand for the service is driven by issues such as family break-ups, mental health, and drug abuse issues and the increasing cost of rental property in the UK. To do this, the organization knew it was essential to invest in new technology, modernize their ways of working, and introduce new services and online tools for their clients. StepChange chose Pega to help make it happen.

The Solution

Using the Pega Platform™, StepChange implemented a unified customer service solution, PULSE, that’s faster and easier to use, allowing the organization to improve their customers’ experience and streamline their operations.

The new PULSE solution seamlessly integrates new and legacy components to handle every aspect of the debt advising process from registration and financial information capture, to providing solutions for the client using complex decision logic, to verifying and processing information for downstream legacy solutions.

The Results

With the Pega Platform™ in place, StepChange:

  • experienced high levels of employee satisfaction
  • reduced call times
  • increased the number of online users successfully completing the online journey
  • successfully deployed channel switching, giving users the flexibility to seek advice on their own terms and timelines

All text sourced directly from Governments Building for Change.

Related Resources

Read the full StepChange case study here.

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Area prodotto: Servizio clienti Industry: Pubblica amministrazione Sfida: Servizio clienti
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