Case study
▉ The challenge:
An insurance provider faced the daunting task of updating a decade-old case management system that struggled with complex multi-stage processes, regulatory complexities and outdated technologies. Simplifying this situation required a significant investment of time and resources.
▉ The breakthrough:
EY professionals developed a redesigned user experience using the latest Pega Infinity platform. This modern, enterprise-level application featured reusable components, flexible architecture and a scalable rollout, tailored to meet the evolving needs of the insurance provider.
▉ The result:
The new case management system provided customer service representatives with a streamlined front-end application and user interface, enhancing their interactions with customers. The app's integration with other systems allowed for a comprehensive 360-degree view of customer data, enabling actions without the delay of accessing different systems. This led to interactions that were three times faster, significantly improving efficiency and productivity.