Banking on Fun: Coforge and Pega’s High-Five to Smarter Customer Smiles in Finance

Challenges.

In the competitive arena of global banking - encompassing mortgages, business and personal banking, insurance, and loans - our client was on a quest to significantly enhance customer engagement. The ambition was to leverage advanced technology to deliver personalized nextbest actions (NBA) to customers. However, they encountered several formidable obstacles:.

Solution.

Coforge stepped in with a dynamic solution, harnessing Pega’s decisioning capabilities to tailor next best offers and products precisely to user profiles and needs. This solution not only provided a solid case management backbone but also seamlessly interfaced with external systems to offer a fully digitalized experience. The absence of a robust case management system for comprehensive status tracking.

• Systems plagued by limited flexibility, poor integration and scalability issues. A dire need for user interface enhancements.
• A dire need for user interface enhancements.
• The complexity of coordinating agile delivery across more than ten business teams.
• The challenge of disparate and unconnected systems

The Impact.

This partnership between Coforge and our client in the banking sector transcended traditional technological upgrades. By deploying a unified, integrated platform capable of delivering personalized customer experiences, the initiative set a new benchmark for operational efficiency and customer satisfaction in the financial services industry.

• Transition from legacy applications to a cutting-edge Pega PlatformTM.
• Utilization of Pega Marketing to refine next-best actions. Enhanced process visibility and management.
• Enhanced process visibility and management.
• A more efficient and effective solution overall.
• A notable 35% boost in success rates.