Business
First Tech Federal Credit Union Uses Pega to Help Drive Efficiency Across Business Operations and Customer Experiences
Credit Union accelerates and simplifies processes to better serve members and support employees with Pega CRM solution CAMBRIDGE, Mass., Sept. 13, 2022
About this update from Pegasystems Inc.
[{"type":"text","content":"Credit Union accelerates and simplifies processes to better serve members and support employees with Pega CRM solution\nCAMBRIDGE, Mass., Sept. 13, 2022 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the low-code platform provider that builds agility into the world's leading organizations, today announced First Tech Federal Credit Union (First Tech), the nation's ninth-largest credit union, deployed Pega Customer Service for Financial Services™ to help enhance member and employee experiences. The software enables First Tech to reduce manual processes, freeing employees to close cases quicker and spend more time helping members. \n\n \n \n \n \n \n \n\n \nServing the world's leading technology companies, including HP Inc., Microsoft, Cisco, Amazon, and more, San Jose, Calif.- based First Tech delivers banking services to more than 720,000 members. First Tech previously used several platform vendors, including Salesforce, to drive their customer service experience. However, this approach created a disjointed employee experience with manual processes that significantly slowed back-office productivity and didn't connect back to front-office processes.\nWith a positive and long-standing track record of success using Pega's AI-powered decisioning and workflow automation to manage its fraud and disputes, First Tech extended the Pega partnership to replace and unify its entire CRM solution onto a single seamless and flexible platform. This has enabled the bank to begin modernizing its entire operations by providing agents and members with:\nStreamlined processes: By consolidating four different back-office systems under Pega, First Tech automated its processes from end to end and eliminated many labor-intensive steps. In one instance, First Tech converted more than 100 manual service forms into automated workflows which delivered immediate results – by auto-filling forms with relevant case data, this eliminated data entry errors by 100 percent. Case management improved in both efficiency and speed, reducing some process times from minutes to seconds. Additionally, the automation of domestic wire transfers streamlined the back-office process from 105 steps down to just five.Better experiences: Agents no longer need to toggle between screens to find and input information when on a service call. This allows agents to reduce average call ...