The Landscape:
- A large national payer (40M+ covered lives) had grown over time through M&A resulting in multiple back-end systems
- For each of those back-ends, there was a different front- end application used in the contact centers
- There were even two different Pega contact center applications, one for the government division and one for the commercial division
- Business and IT relationship was not conducive to strong collaboration
The Business Problem:
- Operation ran as many “centers within a center.”
- Centers were not organized by business divisions or customer segments but by the back-end systems the agents needed to touch.
- This fractured landscape also meant that individual business problems had to be solved by multiple people, multiple times, in different ways to reach all the customer segments.
- Processes and handle times varied widely depending on system. Business teams with different peak seasons couldn’t support each other even for the simplest of call types.
- System changes in support of new processes had to be made in multiple places at higher costs.
- The result of the disjoined environment was high customer and agent frustration coupled with high cost
The Solution:
A transformational single Pega application for the contact center that could unify the centers and driving customer experience. To do that we built a plan with 4 pillars:
- Strategic Architecture - common / shared components
- Product Discipline - ability to personalize shared components across business lines
- Staff Enablement - on both Agile methodology and Pega Platform
- Agile Best Practices - in-line and automated testing & dev ops
Results Delivered:
- Annual ROI over $20M was delivered
- Increased CSR and Customer retention
- Time to production updates at a fraction of the cycle time
- Total Cost of Ownership savings beating estimates
- Improved CSAT and NPS scores as the contact centers were better able to respond to emerging needs through economies of scale
- Training time was reduced by over 30% through reduction in number of systems touched and guided workflows