Industry: Financial services
Solution: Application modernization services
Striving for excellence
A government-driven pension provider in the United Kingdom was looking to improve its administrative services in order to provide secure, robust experiences to its customers. In addition, it needed to maintain sustainability in its revenue streams to support its long-term financial targets.
For all these objectives to be achieved, it was time for the company to invest in advanced technologies and deep data analytics, and transform its policy administration processes.
A holistic transformation program was critical to enable the next phase of the company’s development.
A complete makeover
The pension provider engaged Atos to support its digital ambitions. A brand-new, comprehensive IT infrastructure was developed using best-of-breed products from Sapiens and Pegasystems, including Pega Customer Service, Unified Messaging, Pega Robotic Process Automation (RPA) and Business Intelligence Exchange (BIX).
All customer service touchpoints were equipped with state-of-the-art artificial intelligence and omnichannel capabilities. A customer decision hub was built on Cassandra to catalog and interpret signals from customer behavior and interactions.
By collecting and analyzing billions of customer data points, the intelligent system can provide true one-to-one marketing, anticipating customer needs and guiding service agents to take the next best action.
The future is digital
With the right blend of technology, data and insights, the pension provider can now deliver personalized customer outcomes. More than 12 million policies and 7.9 million members have been migrated into the new system.
Through a clearly defined transformation roadmap, the business has been digitally transformed, enabling its employees to better serve members through an enhanced ecosystem. The advanced technologies and capabilities that Atos introduced have enabled the pension provider to deliver improved customer service in a more efficient, sustainable, cost-effective manner.