How a Financial Institution Unified Legacy Systems to Transform Customer Service

The Story So Far

A global financial and investment firm found it increasingly difficult to deliver consistent service across its expanding customer base. With over five million customers engaging through branches, online portals, and chatbots, each channel functioned in isolation, creating data silos and slower response times. To restore cohesion and speed, the firm turned to the Pega Customer Service Framework to bring its operations together under one unified system.

Streamlining Banking Operations with Pega Customer Service by EvonSys

What Got in the Way

Disconnected Systems leading to Slower Response Times

Inconsistent Data Across Multiple Touchpoints

Manual Processes Reducing Service Efficiency and Satisfaction

The EvonSys Approach

Single Application to Handle Customer Requests

EvonSys helped implement the Pega Customer Service Framework to unify customer interactions across all channels. The solution uses intent-driven workflows to automatically categorize requests, reduce handling time, and improve accuracy. Through API integrations with legacy mainframe systems, it enables real-time data synchronization so that both employees and customers can access accurate, up-to-date information.

How the Story Changed

Requests Now Close in Minutes

Enabled by Automated Routing

Consistent Service across all Channels

Ensured Through the Pega CSF

Automation Reduces Manual Work

Powered by Digital Process Automation

Solutions to grow your business

Achieve Unparalleled Time-To-Value

  • Rapidly deliver applications that the business needs.
  • Facilitate faster decision making among cross-functional teams working in tandem.

Reinvent Development

  • Stay Agile and respond quickly to evolving business and customer needs.

Build More at Scale

  • Design solutions that are easy to scale on cloud-native architecture.
  • Create a variety of solutions ranging from process automation apps to mission-critical systems modernization without incurring high costs.

Pega Customer Service Case Study | Streamlining Banking Operations

A global financial and investment firm found it increasingly difficult to deliver consistent service across its expanding customer base. With over five million customers engaging through branches, online portals, and chatbots, each channel functioned in isolation, creating data silos and slower response times. To restore cohesion and speed, the firm turned to the Pega Customer Service Framework to bring its operations together under one unified system.

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