Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
17 slides from Pegasystems's conference presentation, 2023
Slide 1: From Minimum Lovable Product to MANY Lovable Products: A Three-year Journey by BECU
From Minimum Lovable Product to MANY Lovable Products: A Three-year Journey by BECU Theresa Arasim Director, Product Owner and Implementation, BECU Matt Morton Senior Product Owner, BECU © 2023 Pegasystems Inc.
Slide 2: BECU founded in 1935 by employees at Boeing Company
BECU founded in 1935 by 18 employees at Boeing Company during the Great Depression to help people with small loans to purchase tools and support everyday needs – the first loan was $2.50 As a member-owned, not-for-profit financial cooperative, BECU is guided by the credit union philosophy of “people
Slide 3: Why we chose Pega
Why we chose Pega we
Slide 4: What Was Our Initial Need?
What Was Our Initial Need? • System consolidation – Employees using too many systems to assist members • Member view – Outdated home-built system similar to 360 view • Microsoft dynamics – CRM housing very few processes, including mortgage referrals 4
Slide 5: Why We Chose Pega
Why We Chose Pega • Robust process management capabilities • Current state included too many manual processes • Seeking strong case management capability • Lower cost for value per employee • Total software package allowed for growth • Simplicity of low code and OOTB provided value with little custo
Slide 6: Our MLP Approach
Our MLP Approach Learned the concept of “minimum loveable product” (MLP) at Pegaworld 2018 MLP 1 – lead management process was the first process to replace legacy systems • Created member platform foundation • Consolidated six processes to one • Built some starter integrations • Users began using Pe
Slide 7: From minimum loveable product to MANY loveable products
From minimum loveable product to MANY loveable products 7
Slide 8: Moving to Full System Consolidation
Moving to Full System Consolidation Embarked on replacing all functionality & retiring two existing systems • Full Pega customer service platform • Pega complaint management process • Screen pop for contact center • Debit card access limit exception process • Visa real time payments • International
Slide 9: And Beyond…
And Beyond… • Campaigns • Interaction tracking – date of last contact • Travel notifications – Deployed April 2023 • Soft employee savings of $865,000 per year, investment was ~$300,000 • Debit card display feature – Saving one minute per interaction involving a debit card • Debit card dispute proce
Slide 10: Into the Future…
Into the Future… • Member Verification with fraud detection software • Debit Card Ordering • Digital Messaging – replacing existing vendor (Chat/Messenger) • Customer Decision HUB 10
Slide 11: Overall Success
Overall Success • Employee efficiency has greatly improved, resulting in millions of dollars of soft cost savings • Employees see ease of use which improves job satisfaction and reduces burn out and turnover • Improved sales from the create a lead and campaign processes • The return to members is ar
Slide 12: Lessons learned
Lessons learned PegaWorldiNspire
Slide 13: Lessons Learned
Lessons Learned • Select the best implementation partner • Build a plan to become independent of your implementation partner • Be prepared for technology scope • Resources for integrations and reporting – 50% of your team • Every scrum team needs a full-time PO and PM (Agile Practitioner) • Right si
Slide 14: Survey Says!
Survey Says! • BECU sends four surveys per year to 25% of employees • Utilize modified system useability industry standard software questions • 86% of users say Pega is easy to use • 75% of users say the various functions are well integrated • 88% of users say Pega is easy to learn • 93% of users fe
Slide 15: Survey says!
Survey says! “Quick and easy to find information” “Easy to see who recently helped the member” “Very user friendly” “Intuitive, easy to learn” “Detailed information” 15
Slide 16: Summary
Summary • Focus on MLP approach • Plan for technology needs and integrations • Choose good implementation partners • Prepare your users for change and stay close to their needs before and after each release 16
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