The Challenge

An outdated customer service management platform that couldn’t keep up with growing demands.

The bank’s existing CSM services could not keep up with their growing business demands and expanding customer base. Team members worked across siloed systems with the old platform, complicating workflows and processes that took time away from larger, more important business goals. The current CSM platform also faced growing security concerns as it lacked the proper functions and systems to safeguard against complex digital threats.

The Solution

An omnichannel, modernized management system that scales alongside the business.

Credera worked with the bank to implement a cloud-based system using Pega technologies. We enhanced the bank’s existing CSM processes to handle their growing customer base and high volume of digital interactions without sacrificing the need for security. Using our expertise across the financial accounting industry, we reduced transaction processing time, improved audit tracking, and enabled document generation for regulatory compliance.

Our solution enabled omnichannel capabilities, replaced manual user actions with automated case life-cycle management, and ensured zero downtime for ongoing upgrades with Pega Cloud Support.

The Results

Automated, real-time capabilities that benefit both the customer and business.

As a result of our partnership, the bank saw the following positive impacts:

• Solved customer issues faster with reduced transaction processing time

• Enabled employees to effectively handle capabilities like service level agreement (SLA) reporting, auditing, and ad-hoc cases

• Trained customer data scientists to find and address customer feedback using Pega email Intelligent Virtual Assistant™ (IVA) with machine learning

• Enabled report personalization and scheduling, Pega Business Intelligence Exchange™ (BIX reporting), computer telephony integration (CTI), and personal lending process

• Improved SLA tracking and security audit logging

• Provided seamless omnichannel interaction capability

• Replaced manual user actions with automated case life-cycle management

• Improved time-to-market for future updates