Auto Financial Services
Impacting customer/borrower
experience using Pega CRM
Impacting customer/borrower
experience using Pega CRM

The Challenge
Our client demanded development of a single platform to manage customer interactions across multiple departments which inturn would create an omnichannel experience and provide real-time updates to contract management systems. The requirement also included reduction of service resolution time by introduction of self-service via IVR.
Our Solutions
  • Implementation of Customer Service Framework solution using Pega.
  • Integration of legacy systems using MQ and SOAP/REST services.
  • Integration of Aspect CTI, Email, SMS and WeChat platforms.
  • Parallel approval and request for information processing using case management.
  • Integration of ESB and Apigee middleware platforms.

The outcomes

The implementation of the Customer Service Framework improved the operational efficiency and resolution time. We created a foundational framework for better reuse across nine regions and enabled custom authentication using SiteMinder and OAuth2.0, which resulted in the following:

  • Customer retention increased by 17%
  • Significant decrease in custor agitation
  • Instant rollouts to other regions and call centrmees
  • Improved responsiveness and understanding among the business employees
  • Improved operational efficiency and resolution time
Stay Agile
The transformation that matters

Want to join our team?
Send your resume to  Careers @ Instellars