• Industry: IT Services and IT Consulting
  • Region: UK
  • Technology: PEGA

The Business Challenge

The Client is a European-based Technology leader, working closely with the UK government to provide consulting and digital services. As the unforeseen Coronavirus outbreak amplified the world economy fiasco, the Client wanted to implement a comprehensive Cloud based solution to provide ethical debt collection with reduced costs.

The Solution

  • Built robust case management Pega application by leveraging Pega Collections Framework
  • Integrated Customer Decision Hub (CDH) application to handle the decisioning components – Strategies and Offer Flows, and engage customers with personalized & responsive service
  • Enabled an extensive downstream reporting using Pega’s Business Intelligence Exchange (BIX) architecture
  • Integrated with different channels such as email/chat/SMS for a unified and seamless customer experience

The Benefit

  • To reduce the cost of collections
  • To integrate analytics to automate decision making
  • To deliver a consistent experience across all channels – phone, email, SMS
  • To provide multi-client support – SS operations team will service multiple clients logically segregated to meet GDPR and other security requirements
Read the Full Case Study

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