AEGON Transforms Customer Service with Pega
"Pega is absolutely the glue that takes us from a customer engagement layer at the front end to the back office systems."
Predicated on Pega, AEGON pushed the envelope in transforming themselves from a product-centric to a customer-centric enterprise. By focusing on 3 key areas – Front Office Transformation, Automation and Process Orchestration – AEGON improved their NPS from -28 to +18, improved first call resolution to 80%, and orchestrated the entire customer lifecycle journey.
John Davidson: Pega is absolutely the glue that takes us from customer engagement layers at the front-end to the back office systems.
Nick Hill: Rolling out the Pega customer service application was to create that single operational servicing portal. That first point of customer contact, we gave one dashboard where the CSRs could see all of that information about the customer.
John Davidson: Aegon is a large multinational corporation based in The Netherlands, but with business in 25 markets around the world. We've got two million customers in the UK, 2,500 employees and 6.4 billion under management.
Nick Hill: Pega was able to orchestrate that whole journey, kicking off the claims process, handling all the customer communications, doing all the new business as we set up the customers' new policy and, also, setting up all the digital accounts. What we did was we built a core work management solution, and concentrated on that core capability about getting the right piece of work to the right agent at the right time based on the priorities of the work.
It wasn't just about reducing the cost of service though. What we also saw was an improved customer experience. Our Net Promoter Scores, which obviously is the metric that we use to measure customer experience, went absolutely shooting up. We went from a not very impressive minus 28 in 2012 up to a plus 18 by 2015, all through the success of this automation program and these customer experience benefits. We also implemented Pega's knowledge management solution. We gave context sensitive help to agents while they're trying to execute a process for our customer.
First call resolution, we were around about 50% before we implemented Pega in the contact center. That jumped up to 80%. We had that reduced failure demand. We had the reduced back-office handoff, so we had a good impact on back-office as well. We weren't having to give them as much fulfillment work. What we found was the employees were absolutely more engaged and felt more enabled by the work that we'd done, because we'd taken away all this repetitive manual processing that they were previously doing.
In all of these metrics of customer experience, servicing cost and employee wellbeing and happiness and enablement and engagement, all went in the positive direction. This was all built in Pega. The fact that we were able to do all our servicing in Pega meant everybody, all of our CSRs, were using Pega, could see everything about our customer in that system enabled that ability to bring all this together in a much more customer-centric way than we'd done before.