Case Study: BECU achieves 10,000 hours of employee time savings with Pegasystems

BECU projects to save 10,000 hours of employee time with Pega

BECU, the credit union serving more than 1.2 million members, wanted to improve employee experience and speed up customer service as part of its digital transformation. To do that, BECU worked with Pegasystems to replace and consolidate multiple CRM systems into one solution, using Pega Customer Service and Pega Sales Automation.

Pegasystems helped BECU build a centralized member service platform, automate lead and complaint handling, and add contact-center screen pops and messaging integration. The result was improved average handle time, an estimated 10,000 hours of employee and member time saved, and 80% of surveyed users saying the new system is easy to use.

BECU

Theresa Arasim

Director, Product Owner & Implementation