Revolutionizing On-Boarding with Pega CDH: Delivering Proven Success

At Instellars, we’ve been at the forefront of next-generation customer experiences, with our impact reflected in key areas like the on-boarding process. We’ve partnered with leading organizations to transform how they welcome new customers, ensuring every interaction is personalized, efficient, and aligned with business outcomes. Our use of the Pega Customer Decision Hub (CDH) is changing the way companies manage on-boarding, not as a formality, but as a critical opportunity to build lasting, trust-based relationships.

A Real Transformation: Customer Success Stories

We partnered with a global telecommunications provider facing challenges with their onboarding process and customer satisfaction during the first 30 days. This provider needed a solution that would not only accelerate customer activation but also ensure a seamless transition for new customers. By leveraging Pega CDH, we helped them automate and personalize their welcome communications and streamline the payment setup process.

The results?

• 25% improvement in new customer activation rates within the first month.
• 30% reduction in first-month churn, ensuring customers stayed engaged and onboarded smoothly.
• NPS increased by 10 points, a clear indicator that customers appreciated the personalized, thoughtful approach.
  

Welcome Packs That Make an Impact

Imagine a customer signing up for your services, and within minutes, they receive a personalized welcome pack tailored to their needs. That’s what we delivered. By using Pega CDH to automate welcome communications, we ensured consistency while adding that personal touch, making customers feel valued from the start.

For one of our financial services clients, this approach resulted in a 40% increase in customer engagement during the first week. This simple but powerful change helped them significantly reduce the volume of onboarding-related support inquiries and set the stage for long-term customer loyalty.

Simplifying Payments with Auto-Pay

For many customers, payment setup is a stumbling block. We transformed this challenge into a seamless, automated experience using Pega CDH’s proactive messaging system. By suggesting auto-pay options at the right moment, based on individual preferences and behaviors, we simplified the process and reduced friction.

A major retail client saw a 20% increase in auto-pay sign-ups after deploying our solution, significantly improving their cash flow management and reducing missed payments. This small change made a huge difference in how they operate—ensuring customers had a stress-free billing experience.

Proactive Payment Reminders That Strengthen Relationships

Instead of chasing payments, we turned payment reminders into an opportunity to enhance customer relationships. By sending out personalized, friendly reminders before payments were due, we helped customers stay on top of their finances without feeling pressured.

In partnership with a leading global bank, we saw a 35% reduction in late payments and, even more impressively, a 15-point boost in customer satisfaction scores. Customers appreciated the thoughtful, well-timed communication, leading to a better overall brand perception.

Unlocking Cross-Sell and Up-Sell Opportunities

The onboarding journey doesn’t end with a successful sign-up; it’s just the beginning of building a deeper relationship. Through Pega CDH, we helped clients deliver personalized product and service recommendations that are truly relevant to each customer. This targeted approach not only added value to the customer’s experience but also increased revenue for our clients.

One of our retail clients saw an 18% increase in cross-sell revenue within the first three months of implementing our solution. These personalized offers, powered by Pega CDH’s AI capabilities, resonated with customers, resulting in higher conversion rates and more satisfied clients.

A Proven Approach to On-Boarding Success

Our approach at Instellars is simple: use cutting-edge technology to solve real-world business challenges while delivering exceptional customer experiences. The success stories we’ve created aren’t just isolated results—they’re proof that a well-executed onboarding process drives measurable business outcomes. From improving activation rates to boosting revenue through personalized offers, we’ve seen firsthand how Pega CDH can revolutionize the onboarding journey.

Ready to elevate your on-boarding experience and see real business outcomes? At Instellars, we specialize in transforming customer journeys into personalized, automated experiences that deliver measurable success. Contact us today to discover how we can help you drive long-term growth and customer loyalty through the power of Pega CDH.