Top-Credit-Card-CS-Sept2013
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
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Transcript of Top-Credit-Card-CS-Sept2013
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 ExpectationsThe 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 BrandThis 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 MonthsAfter 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.”
ExecutiveLeading Credit Card Company
Highest in customer satisfactionJ.D. POWER AWARD
Initial solution live in3 1/2 MONTH
Consolidate servicing desktops for 22 marketsINTO 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
