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TD Visa Increases Dispute Resolutions Speed by 70%

Case Study

TD Bank fully automates CCPA orchestration processing in only 8 weeks

  • Completely automated CCPA processing from ingestion to resolution
  • Low-code/no-code approach easily addresses rapidly changing requirements
  • Leveraged Pega’s multi-dimensional architecture to create a flexible and scalable design

“Requirements were changing from the morning to the afternoon, by using Pega case management, we were able to quickly adapt to all the change.”

Chandra Penaganti Head of Application Development – Digitization and Automation, TD Bank

The Business Issue

TD Bank (Toronto-Dominion Bank) is one of North America’s top 10 largest banks that serves a diverse customer base across the United States and Canada. To address the rapidly changing consumer data privacy landscape in the United States and across the globe, TD had a vision to devise a technology strategy that could adapt and scale across its business.

In 2018, the California Consumer Privacy Act (CCPA) was passed. This new regulation, which went into effect on January 1, 2020 and served as the first U.S.-based data privacy law, introducing a number of new consumer rights including the right of access, right to opt-out, and right of data deletion for California residents. With the requirements of the regulation frequently shifting, TD knew that adhering to this new legislation extended far beyond simply understanding where customer data resided. Its challenge centered around achieving end-to-end orchestration while maintaining and building customer trust.

The Solution

After working with its internal legal team and peers within the banking industry to define its own compliance strategy, TD chose to implement Pega’s case management as the technology bedrock to orchestrate and automate CCPA operational processes from end-to-end. Within just eight weeks, TD was able to completely automate CCPA processes from ingestion of requests to completion.

Using Pega’s low-code case management to develop six case types at parent and child levels, TD was able to quickly adapt to the rapidly changing requirements without customization. This flexible framework has resulted in easy future version upgrades and minimal customization. Today, TD is able to stay one step ahead and ready for whatever comes next.

The Results

  • Achieved end-to-end automation of CCPA orchestration processes
  • Implemented fully-scaled orchestration solution within 8 weeks
  • Able to make changes at any time using Pega’s low-code case management
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Related Resources

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Tags

Desafio: Atendimento ao cliente Desafio: Excelência operacional Industry: Serviços financeiros Área do produto: Atendimento ao cliente
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