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Case Study

TCDRS optimizes staff efficiency and customer experience

  • Eliminated legacy systems and improved system architecture
  • Dramatically expanded online access and features for members and eliminated five costly legacy systems
  • Implemented new CRM in 8 months

“Pega CRM’s speed, efficiency and new call wrap-up feature have saved TCDRS Member Services Representatives a lot of time on routine processes, which really slowed us down previously.”

The Business Issue

The Texas County & District Retirement System (TCDRS) helps more than 330,000 Texas employees plan for their future by providing retirement, disability, and survivor benefits. The agency serves a wide range of people, from young professionals just entering the workforce to retirees, and offers a variety of services and guidance to help Texans with their retirement planning. TCDRS strives to always improve and enhance its customer experience. To support these efforts, TCDRS has Pegasystems at their technology core.

The Solution

TCDRS recently expanded Pega’s use as the unified platform through implementation of Pega Customer Service and by streamlining additional legacy systems. Today, TCDRS is adding new and improved features to keep up with changing customer expectations, to optimize processes, and to reduce the time needed to deploy new projects.

The first step was to update its existing Pega solution to the latest version of Pega Infinity. Next, TCDRS took steps to provide a more efficient and seamless customer experience, by implementing the Pega Customer Service (CRM) platform. Instead of using multiple applications and spreadsheets or pulling information from emails and instant messages, staff members now have all the data and tools they need in one place.

The Results

TCDRS achieved significant performance improvements, including:

  • 40% faster to access member data
  • 67% faster to run benefit estimates
  • 78% faster to perform simple account updates

All text sourced directly from Governments Building for Change.

Related Resources

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Read the full TCDRS case study here.

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Desafio: Modernização empresarial Industry: Governo Área do produto: Atendimento ao cliente Área do produto: Plataforma
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