Our client, a prominent bank in the Asia-Pacific region, partnered with HCLTech to modernize their CRM platform. They aimed to standardize sales and service processes across their operations in Singapore and Malaysia, enhancing staff capabilities to manage customer interactions efficiently across various touchpoints.
The Challenge
Addressing operational hurdles
Before the digital transformation, our client faced challenges with time-intensive processes across multiple systems, leading to bottlenecks in handling repetitive service requests. They needed a solution to offer personalized services seamlessly across channels while improving efficiency.
The Objective
Empowering customer-centric transformation
The primary goal was to revamp the CRM platform to empower staff in delivering personalized customer experiences, improving service quality and boosting sales conversions. Specifically, our client sought to streamline processes, reduce handling times and automate service requests.
The Solution
Phased deployment of Pega platform
HCLTech proposed deploying the next-generation Pega platform in three phases:
focused on channel interaction, case management, lead management and Customer 360
expanded functionalities to meet the specific needs of our client's operations in country 2
enhanced the platform with additional features and integrated channels for a seamless customer experience
Key elements of the solution included:
- Customized Pega UI for an improved user experience
- Integration with over 30 host systems to provide a comprehensive 360-degree view of customers
- Implementation of a native case management framework for automated case and service request creation
- Integration with the Avaya system for voice channel interaction
- Utilization of Unica for next best action (NBA) and campaign management, Pega rules process commander (PRPC) for business rules and TIBCO Business Works for service oriented architecture (SOA)
The Impact
Driving growth and efficiency with Pega CRM platform
The implementation of the Pega CRM platform brought about significant improvements:
- Increased staff productivity by 45%
- Boosted customer interactions by 95%
- Achieved a 40% increase in cross-sales
- Reduced account opening time by 29%
- Improved average handling time by 30%, resulting in a smoother customer journey
