Case Study: Digital Federal Credit Union achieves 21% improved call service levels and streamlined, multi-channel member service with Pegasystems

Driving efficiency through digital evolution

Digital Federal Credit Union (DCU) faced growing member demand and outdated infrastructure—about 15 disparate legacy systems—that created silos, long call handle times, missed back-office SLAs, and inconsistent omnichannel service. To prioritize members and improve operational metrics, DCU needed a digital transformation to modernize systems and streamline service.

DCU implemented Pega Customer Service for Financial Services with chat, email, robotics and knowledge management, replacing its home-grown agent desktop with a unified interface and automating 20+ back-office requests. The effort halved legacy systems, boosted call service levels by 21%, improved phone authentication by 19%, reduced handle times and abandon rates, and set DCU on a continuing digital-evolution path to add integrations, automation and new channels like chat and SMS.

Digital Federal Credit Union

Daniel LaBarre

Director – Information Center