Auto Financial Services
Impacting customer/borrower
experience using Pega CRM
experience using Pega CRM
Impacting customer/borrower
experience using Pega CRM
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
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Send your resume to Careers @ Instellars