Case Study: CNO Financial Group achieves more efficient customer service with Pegasystems

CNO Financial replaces 2,800 workflows with a unified solution

CNO Financial Group, a mid-sized insurer serving multiple brands, struggled with a complex IT landscape that forced customer service representatives to juggle up to five applications during a single call. The manual work slowed service, increased training time, and made it harder to support customers efficiently. To address this, CNO used Pegasystems’ Pega Customer Service for Insurance.

Pegasystems helped CNO replace four back-office systems and about 2,800 legacy workflows with a unified solution for workflows, claims, customer service, and contact center functions. The result was faster issue resolution, better customer experience, and support for 140,000 cases a week, along with new digital capabilities such as automated call documentation and e-signatures.

CNO Financial Group

Josh Doty

Sr. Director Systems Product Owner