Case Study: CSAA Insurance Group achieves faster handling, higher NPS, and improved customer experience with Pegasystems

CSAA Insurance Group Transforming the Customer Experience

CSAA Insurance Group, the insurer for more than 2.7 million AAA members with $3.2 billion in net written premiums and a service center handling roughly five million calls a year, needed to transform its customer experience from a transactional, inside-out model to one that was simple, proactive and personal. Fragmented data, complex internal processes and no single view of the customer made it difficult to deliver consistent, personalized service.

Working with Pega, CSAA consolidated data from multiple policy systems, simplified processes, and created a single view of the customer along with a simplified, intuitive agent desktop — a rapid implementation completed in just over six months that exceeded goals. The result was measurable: improved average handle time and first-call resolution, higher customer satisfaction and net promoter scores, and a shift to more efficient, customer-centric agent–customer interactions.

CSAA Insurance Group

Steve Rowbury

Business Owner