Services
Streamlining Retirement Applications and Enhancing Member Experience with Pega Customer Service Framework
The Story So Far
The customer is a US-based government retirement service system that administers benefits for public employees. Serving hundreds of thousands of members and retirees, the agency manages billions in assets while ensuring timely, accurate service delivery. With its long-standing role in public service, the organization is committed to modernizing its systems to improve efficiency and member experience.
What Got in the Way
Outdated Legacy System Causing Delays
Paper-based approvals
Error-prone validation system
The EvonSys Approach
Modernizing Retirement Services through Automation
EvonSys helped the client modernize their legacy systems by deploying Pega’s Customer Service Framework, automating workflows, and streamlining updates to reduce costs. API integration delivers real-time data instantly, eliminates errors, and enforces compliance. Within six months, automation cut manual processing from hours to minutes. DocuSign enabled members to confirm requests instantly, thereby accelerating processing.
How the Story Changed
Real-time SLA Insights
to Track Application Progress & Reduce Inquiry Overhead
Get Next Work (GNW) Optimization
for Priority Case Handling & Balanced Workload
Robust Security Measures
Advanced Risk Assessment Validation to Secure User Data
Solutions to grow your business
Retirement Process Modernization with Pega | EvonSys Case Study
The customer is a US-based government retirement service system that administers benefits for public employees. Serving hundreds of thousands of members and retirees, the agency manages billions in assets while ensuring timely, accurate service delivery. With its long-standing role in public service, the organization is committed to modernizing its systems to improve efficiency and member experience.
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