Case Study: ANZ achieves global operations transformation and 20% improved first-touch resolution with Pegasystems

ANZ Transforms Global Business Operations With Pega

ANZ, a top global bank founded in 1835 serving over nine million customers across 33 markets, faced costly, disparate systems and slow, inconsistent customer service as it pursued a super-regional strategy to digitize core operations and standardize service across regions.

ANZ rolled out nine Pega applications across 11 geographies for 3,000 users handling over five million interactions annually, consolidating 14 applications into one. The implementation improved first-touch resolution by 20%, cut card dispute resolution from 45 days to ten minutes, and accelerated speed to market by enabling faster capture of business objectives.

ANZ

Alistair Currie

Chief Operating Officer