Real-World Case Studies and Customer Success Stories with Pega Customer Engagement Suite

Pega Platform helped Achmea modernize its operations. Achmea used over 70 Pega applications across five business divisions. The platform supports... eight brands and 10 million customers. Legacy systems slowed Achmea down before Pega. With Pega, Achmea cut policy origination time by 50%. Achmea improved performance and met changing business needs.
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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 Customer Decision Hub helped Achmea unify 11 channels for customer engagement. Achmea used AI-powered next best action to personalize... every interaction. They deployed new decision strategies in just 3 weeks. Achmea achieved an 85% save rate and a 27% increase in online upsell and cross-sell. The solution drove a 41% web to call center conversion rate.
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Aflac used Pega Platform and Pega Customer Service to automate customer service. They cut claim request handling time by 33%.... Virtual agents now handle over 75% of inbound chats. This saved Aflac $4 million through self-service. The company also reduced client authentication effort by 65%. Pega Cloud helped deliver 25+ applications and improved compliance.
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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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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 AbbVie automate clinical and R&D workflows. AbbVie needed a more flexible system than their old in-house request management... tool. They partnered with Pega and Accenture to build a reusable, flexible request platform. The new solution works across multiple research areas. This lets scientists focus on their mission and improves how experiment requests are managed.
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AbbVie used Pega Customer Decision Hub to improve how it interacts with physicians. The company needed a decisioning engine with... advanced analytics, business rule management, and process automation. AbbVie partnered with Pega and Accenture to build AIDEN, an AI-driven decisioning engine. Early results show more flexibility, lower costs, and less manual work. AbbVie plans to expand AIDEN across its US commercial operations.
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Pega helped AGL Energy create a single platform for customer engagement. AGL used advanced technology and data analytics to personalize... every customer interaction. The new system gave real-time, automated reporting to over 200 staff. AGL saw a 75% reduction in cost per opportunity. The solution helped AGL build stronger customer relationships and support its clean energy goals.
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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 helped a global athletic footwear leader cut process lead time from 200 hours to 18 minutes. The company faced... slow, manual order management and frequent errors. Pega's intelligent automation streamlined order capture, validation, and logistics. The solution improved customer engagement and satisfaction. Time spent changing and checking orders dropped sharply.
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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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Pega helped Air Europa unify the passenger journey on a single platform. Air Europa faced challenges with siloed systems and... inconsistent customer experiences. Pega enabled real-time personalized messages and improved transparency across channels. The airline now manages all passenger interactions from bookings to baggage claims. This transformation increased control and consistency for both customers and call center agents.
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