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Case Study

Primerica empowers employees with Pega’s UI

  • Removed multiple disconnected tools to create more efficient business workflows
  • The out-of-the-box UX/UI solution was used by multiple groups throughout the company
  • Improved employee satisfaction in just a few months

“There has been one huge benefit for our teams using Pega that they were not able to do before. At any given point in the day, management can assess exactly how many cases are outstanding, where they are in the process, and who is working on those cases. It provides a level of Case Management that just wasn’t possible before Pega.”

The Business Issue

Primerica Life Insurance, the largest independent financial services marketing organization in North America, values creating user-friendly applications for sales representatives. As the organization began a company-wide digital transformation, Primerica understood that clients, independent representatives, and employees needed a user-friendly, intuitive application to manage work and provide a consistent UX.

Primerica’s back-office needed help with workflow, case management, and routing capabilities. Many high-volume operations areas depended on spreadsheets and reports to assess the work to be done, as well as to sort and disburse work. Teams could not route and assign work based on skillsets and adjust priorities based on the business value.

Primerica needed a better workflow – one that would only show employees the screens they needed to see with the most essential information necessary to make a decision.

The Solution

After adopting the Pega with UI Kit, Primerica’s Project Management & Automation team improved processes and designed the infrastructure and user satisfaction of internal apps to:

Support business process evolution
Primerica lead Direct Capture of Objectives (DCO) sessions, built process flows, and designed screens more efficiently, allowing for a faster turnaround for business stakeholders.

Create a scalable, flexible design infrastructure
Using Pega’s Situational Layer Cake™, the team built foundational pieces and used out-of-the-box designs to adjust workflow by user group and application type, enabling faster building, smooth training, and manageable ongoing support.

Democratize the UX of case management
Out-of-the-box design empowered technical business users to explore the Case Lifecycle, stages, and workflow deeper— facilitating dialogue between business and technology users.

“[Since starting] our digital transformation, we realize now more than ever, the importance of an intuitive application that all user groups can utilize.”

The Results

Pega’s UI Kit drove business results for Primerica, including:

  • Case time processing has been reduced by approximately 20%.
  • Employees are highly satisfied with the new application and find it easier to manage their work with Pega than before.
  • Collaboration has improved between business and technology users. Both groups now “speak the same language” via Pega’s low-code case design process.

A Pega Cloud enabled solution >

Related Resources

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Industry: Seguro Área do produto: Atendimento ao cliente
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