Real-World Case Studies and Customer Success Stories with Pega CRM Applications

Wells Fargo used Pega Customer Decision Hub to analyze 4 billion digital interactions. The bank personalized messages and experiences for... over 70 million customers. Pega's real-time modeling and adaptive AI helped Wells Fargo send the right message at the right time. Customer interaction rates increased by 3 to 10 times across channels. The bank now makes nearly 1,000 decisions per second. Conversion rates improved in all channels.
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US Bank used Pega Voice AI to help contact center agents handle complex customer calls. The solution gave real-time guidance,... automated note-taking, and surfaced key information. Agents saw an 8-second drop in handle time and a two-point rise in customer satisfaction. Over 70,000 employees benefited from the new system. Employee retention improved, with no new hiring classes needed for over a year. CSRs felt more valued and supported in their roles.
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Santander used the Pega platform with GenAI to automate its legal operations in Brazil. The bank faced a bottleneck with... over 1,000 complex legal cases monthly, each with up to 200 pages of unstructured documents. Pega GenAI enabled the automation of over 200,000 cases and interpretation of more than 2 million pages. Accuracy improved from 75% to 98.7%, and SLA compliance reached 99.5%. The solution reduced risk, sped up results, and empowered legal teams.
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Pega Customer Decision Hub helped Rabobank unify customer experiences across app, web, online banking, and call center. The bank used... AI and machine learning to deliver personalized, one-to-one interactions. Rabobank achieved a 4x increase in click-through rate and managed 1.5 billion personalized interactions yearly. Marketing conversion rose by 208%, and customer lifetime value grew by 4.7%. Service costs dropped by 2.4%, with nearly all interactions now fully digital.
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Rabobank used Pega's low-code platform to automate and digitize its commercial lending and leasing processes. The bank cut loan approval... times from weeks to just 24 hours, and lease approvals to only 60 seconds. Rabobank reduced required documents from 10 to 3 for loan applications. These changes save the bank $80 million each year. The new system also improves customer experience and process efficiency.
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Nationwide Building Society used Pega Smart Dispute to handle a surge in Visa card disputes during the Covid-19 pandemic. The solution cut... average dispute resolution time from 15 days to 2 days. Processing times for Visa payment disputes dropped by 15%. The number of systems needed for dispute processing fell from 15 to 2. Member satisfaction increased and operations became simpler for staff. Nationwide can now adapt quickly to compliance changes from Visa.
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Pega Customer Decision Hub helped NatWest connect 33 digital and physical channels. The bank drove 60% of total sales through... next best actions. NatWest delivered 3.6 million personalized interactions each year. They reduced launch time for new actions from six weeks to just one or two. AI-powered decisioning now supports 19 million customers across three brands. NatWest shifted focus from product sales to customer engagement, improving service and loyalty.
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Pega Customer Decision Hub helped National Australia Bank boost customer engagement by 40%. The bank used AI-driven personalization to deliver... timely, relevant interactions across digital and human channels. NAB reduced development cycles from 12 to 4 weeks and integrated 150 next-best actions into service, sales, and engagement. The solution increased conversion rates by 50% in home loans and tripled new opportunities. Employees also benefited from more relevant leads and streamlined workflows.
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Mizuho Bank used Pega to automate global business operations and eliminate paper-based processes. The bank faced challenges with inconsistent procedures,... high costs, and low employee motivation due to manual workflows. Pega enabled rapid application development and standardized operations across regions. The solution reduced workload and processing time, improved business quality, and increased user satisfaction. Mizuho Bank achieved a successful paperless transformation and empowered staff with intuitive digital tools.
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Pega Customer Decision Hub and Pega Marketing helped Işbank deliver personalized, omnichannel interactions to 9 million customers. Işbank integrated 11... channels and used over 700 adaptive models for real-time predictions. After implementation, the bank saw a 37% increase in offer acceptance and sold 1.3 million more products per year. Predictive accuracy improved by over 20%. Mobile offer response rates reached 34.7%.
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Pega Client Lifecycle Management helped ING automate 91. 5% of eligible KYC cases. ING unified its KYC process across 38...countries, replacing local tools with a single global platform. The solution supports 2,400 internal users and 38 million customers. ING now processes one million cases per quarter, aiming for two million by year-end. The platform ensures compliance with regulations like FATCA and CRS. ING improved onboarding speed, risk management, and operational efficiency.
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HSBC used Pega Smart Investigate to improve payment investigations in over 50 countries. The bank upgraded to Pega Infinity 8... and built a center of excellence for ongoing process improvement. Teams now resolve payment queries faster and with fewer errors. Customer service teams have direct access to Smart Investigate, improving productivity and reducing SLA times. HSBC is now better aligned with ISO 20022 and real-time payment schemes.
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DKB used Pega to build a platform for customer service and operations workflows. The bank launched nine self-service workflows on... its website. Pega enabled faster project delivery and better collaboration between business, design, and IT teams. DKB reduced custom code and improved workflow integration with web and mobile. The solution lowered total cost of ownership and made maintenance easier. DKB plans to expand self-service with more workflows using Pega.
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Pega Customer Service for Financial Services helped DCU cut legacy systems in half and boost call service levels by 21%. The credit union... unified its agent desktop, added self-service channels, and improved phone authentication by 19%. DCU now exceeds back office service agreements and reduced call handling times and abandonment rates. The digital evolution continues as DCU integrates automation, robotics, and AI to support seamless member experiences across digital channels.
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Pega Customer Decision Hub helped Commonwealth Bank of Australia deliver 50 million personalized customer conversations. The bank used real-time decisioning... to engage customers across 18 channels. Responses were delivered in under 200 milliseconds, 20 million times daily. CBA gained a 12-point lead in NPS over competitors. Machine learning models processed 157 billion data points for smarter engagement.
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Pega Customer Decision Hub helped Commonwealth Bank of Australia build a Customer Engagement Engine. The bank wanted to create deeper,... more personal relationships with 10 million customers. Pega's solution delivered real-time decisions in under 200 milliseconds. Staff used it to have 50 million next best conversations across 18 channels. This improved customer engagement in branches, contact centers, and digital channels.
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Pega Platform helped Zurich Santander cut claim resolution time by 30%. 65% of customers now use the new digital claims... process. Net Promoter Score for claims rose by 20 points. The company integrated Pega with legacy systems for real-time claim tracking. During a major storm, Zurich Santander used Pega to guide 7,200 affected customers and reduce losses.
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Pega helped Tokio Marine & Nichido move from manual, paper-based tasks to digital processes. The company tripled efficiency compared to... traditional Java development. Pega enabled standardization and sharing of business processes across departments. Teams now reuse and operate multiple applications on one platform. Productivity improved, and a center of excellence was set up to drive ongoing digital transformation.
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Pega Platform helped Church Mutual Insurance save $2. 5 million each year. The company automated 95% of its back-office renewal...transactions. This led to a 200% increase in efficiency. Manual processing time dropped from 30 to 5 minutes per renewal. Employees no longer work mandatory overtime. Staff satisfaction and productivity improved.
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Aflac used Pega Platform and Pega Customer Service to transform its customer experience. The company reduced claim processing time by... 33% and saved $4 million through self-service and virtual agents. Over 75% of incoming chats are now handled by virtual agents. Pega's AI and automation unified Aflac's systems, cut customer authentication effort by 65%, and improved compliance. Employees now spend less time on manual tasks and more time helping customers.
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Achmea used Pega Customer Decision Hub to unify 11 customer channels. They deployed new decision strategies in just 3 weeks.... AI-powered next-best-action recommendations drove an 85% save rate. Achmea saw a 27% increase in online upsell and cross-sell. Web to call center conversion reached 41%. Personalized engagement improved customer relationships and business results.
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Aflac used Pega Platform and Pega Customer Service to automate customer support. They reduced claim handling time by 33%. Virtual... agents now handle 75% of inbound chats. This saved Aflac $4 million through self-service. The company also cut client authentication effort by 65%. Employees now spend less time on manual tasks and more on helping customers.
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Achmea used Pega Platform to modernize its operations. The company replaced legacy systems and adopted cloud technology. This led to... faster application response times and a seamless experience for teams and customers. Achmea now runs 70+ Pega applications across five divisions. The time to complete a policy origination journey dropped by 50%. Cloud adoption and reusable applications improved agility and efficiency.
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Pega helped Aflac automate email processing for over 3,000 emails each week. The solution used natural language processing and AI... to improve response times. Aflac eliminated manual processes for agents and bridged the gap between technology and business teams. The new system made service faster and more customer-focused. Aflac now delivers better service while reducing costs.
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Pega helped the United States Census Bureau modernize its data collection for the 2020 census. The Bureau moved from paper-based... to digital processes, using an integrated CRM and the ECaSE platform. This enabled real-time data use, automated partner communications, and a mobile multichannel system. The Bureau saw a 48.57% increase in field staff productivity and 80% of responses came online. The census was 90% complete six weeks before the deadline, with no system downtime.
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Pega Customer Service helped SO, Sweden’s unemployment funds federation, digitize and automate unemployment benefits. Members now register and submit documents... instantly from any device. The process, once taking up to four weeks, now takes seconds. SO replaced 28 separate systems with one unified application. The new solution supports 3.5 million users and cuts costs.
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Pega Platform helped Air Force Research Lab modernize mission-critical decisions. AFRL struggled with a rigid, costly COTS system that required... expensive customizations and limited collaboration. Pega provided a flexible, open solution that fit enterprise and local needs. The new platform improved data quality and empowered better decision-making. AFRL can now share applications across directorates, saving time and reducing costs.
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Pega helped ANAH build a new housing grant application platform. ANAH needed to process 650,000 applications, up from 70,000. They... worked with Pega and Capgemini to transform their process. The new platform was fully deployed in two years. ANAH increased applications processed by 9 times. The project supported France's environmental housing goals.
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Vodafone used Pega Marketing and Customer Decision Hub to connect all customer channels. They unified call centers, retail stores, web,... mobile app, and IVR for real-time engagement. Vodafone saw a 7% increase in average revenue per user and a 22% drop in commissions. Offer acceptance rose by 12%. The solution delivered over £100 million in incremental annual gains. Vodafone now delivers personalized, relevant messages in every channel.
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Vodafone Germany used Pega to improve B2B order management. They faced complex enterprise operations and cost pressure from competition. Pega... enabled digital order capture, technical order fulfillment, and automated business process management. Vodafone reduced fulfillment effort by 51%. They gained end-to-end order visibility and improved customer experience.
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Deutsche Telekom used Pega to unify over 800 HR processes on one platform. The company replaced legacy systems with HRcules,... improving employee satisfaction and reducing repetitive work for HR agents. Pega Blueprint helped business and IT teams communicate better, speeding up process design and implementation. Deutsche Telekom simplified 250 low-impact processes and saved millions of euros in operational costs. Over 600 processes have been transformed, with the project set to finish by 2025.
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Cisco used Pega Customer Service and Pega Customer Decision Hub to transform its customer service operations. The company automated 80%... of orders and reassigned 60% of back-office staff to higher-value tasks. Over 1,000 manual tabs were eliminated daily. Cisco now routes customer requests to the right expert and handles most cases without agent involvement. This digital shift improved efficiency and customer engagement across Cisco’s global service chain.
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Pega Global Master Data Management helped Siemens cut manual tasks and reduce onboarding time by 65%. Siemens connected SAP systems... and databases worldwide into one agile platform. The solution standardized 80% of business processes and lowered compliance risks. Now, 45,000 users access unified, reliable data definitions. Siemens achieved an 80–90% efficiency gain and cut costs by 90%.
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Pega helped Siemens save 25,000 hours per year in quote request processing. Siemens used Pega to build a center of... excellence for process optimization. The solution improved efficiency by 80–90% and cut costs to one-tenth. Over 45,000 users worldwide now benefit from faster, scalable workflows. Siemens gained full transparency in order exception management and better supplier and customer records.
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Pega Global Master Data Management helped Siemens cut process cycle time by 60%. Siemens used Pega to connect SAP systems... and databases worldwide. This reduced manual work and made data management easier. The new platform lets Siemens manage customer, vendor, and prospect data in one place. The solution improved efficiency, integration, and reduced costs. Siemens now has better data consistency and lower compliance risk.
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