1. The company’s initial project to globalize case present-
ment and prioritization was completed in just 3.5 months,
although the company had budgeted six months. Addi-
tionally, Pega’s unique ability to enable business experts
to directly capture their objectives (DCO) in the system,
combined with the systems ability to automate the
programming, allowed for the rapid deployment of this
complex solution. An enterprise reuse model (called the
situational layer cake) enabled the company to build a
framework once and re-use it in multiple contact chan-
nels with support for multiple languages. Today about
4,000 agents, across regions, use the same case manage-
ment solution. The company reports greater accuracy in
case set-up and management and tighter controls and
adherence to business rules.
As the company streamlined service with one global
solution, they were also able to eliminate many dis-
parate IT systems across regions and standardize on a
single architectural platform, powered by Pega’s busi-
ness process and case management engine. As a result,
systems are supported easily and at lower costs.
Services More Requests, Exceeding
Customer Expectations
The company consistently outperforms its peers when it
comes to customer service. Year-after-year J.D. Power
has recognized the company for achieving the highest in
customer satisfaction in the credit card industry.
The company’s swift reaction in the face of changing
customer requirements enabled the company to handle
250% more customer service cases, all through the
single, global, multi-channel platform. The streamlined
navigation and automated operations with Pega has
enabled the company to significantly increase first-call
resolution rates from 29% to 44%, a 51% increase.
For more information, please visit: pega.com/customers
This credit card company is a global service organization
with more than 20,000 employees across 500 locations with
15 languages.
GLOBAL, MULTI-CHANNEL SERVICE EXCELLENCE
#1 NPS WHILE SAVING MONEY
▪▪ Be the world’s most respected
service brand
▪▪ Provide seamless service across
channels including smartphones
▪▪ Consolidate into a single world
service organization
▪▪ Improve business agility
Be the World’s Most Respected
Service Brand
This major credit card company is committed to being the
world’s most respected service brand. They understand
that to do so they must consistently exceed customer
expectations. But the service landscape continues to
change, as internet access, smartphones, tablets and
other communication devices have become ubiquitous.
In this on-line, always available world, customers now
expect even faster and more responsive service.
But just as the customer service channels have become
complex, so has this credit card company’s operations.
The company needed to consolidate 22 U.S. and inter-
national service organizations into a single worldwide
service platform to deliver on their customer experience
promise. The disparate systems in each organization did
not provide insight into what customers were doing in
different channels and was costly to maintain.
To achieve it’s vision of becoming a truly customer-cen-
tric organization, the credit card company realized that
they needed to provide a high definition, multi-channel
solution that would completely transform the customer
experience. The customer needed to be able to use any
device or channel – smartphones, email, or online forms
to contact the credit card company. The customer or
the agent needed to have a complete view of the cus-
tomer’s history, to evolve the experience based on the
intent of the interaction and to maximize resolution
speed through automation. The solution needed to be
agile, capable of supporting complex business rules and
ensure rapid time-to-value.
Live and adding value in 3.5 Months
After a review and demonstration, the company realized
Pega would enable their vision to become reality – and
would do so very quickly. The Pega solution uniquely met
the company’s requirements for ease-of-use, architecture,
functionality, flexible user interface and security.
“By working in partnership with Pega we were able to
bring our vision for a single global case management
solution to life much more quickly than anticipated.
What we thought would take six months, was finished
in three and half months.”
Executive
Leading Credit Card Company
Highest in customer satisfaction
J.D. POWER AWARD
Initial solution live in
3 1/2 MONTH
Consolidate servicing desktops for 22 markets
INTO ONE GLOBAL SOLUTION
®
51%INCREASE IN DISPUTE
FIRST CALL RESOLUTION
OUTCOME
EXECUTION
VISION BUSINESS GOALS
RESULTS
250%GROWTH IN SERVICE CASES
while lowering costs
DCO
TOP CREDIT CARD COMPANY