Case Study: Alfa-Bank achieves 4x reduction in servicing time with Pegasystems

Alfa-Bank 4x Reduction in Servicing Time

Alfa-Bank wanted to standardize and unify similar processes across retail, SMB and corporate lines to improve transparency (work status, assignments and SLAs), speed development, and reduce costs through reuse — all while supporting a large user base and complex legacy systems. The bank’s challenge was to gain control of fragmented processes and accelerate delivery without rebuilding core systems.

Alfa-Bank deployed multiple Pega 6/7 applications, including the Pega Client Service App, integrating with core banking and SAP HR and using Direct Capture of Objectives and Agile methods to accelerate rollout. The result was a 4x reduction in servicing time for key corporate call-center inquiries, fewer errors and better client experience, 20% reuse of Pega components companywide, unification of 100+ subprocesses, and internal certification of 100+ IT specialists.

Alfa Bank

Martin Pilecky

Chief Information Officer