Case Study: First Tech Federal Credit Union achieves streamlined omni-channel customer service with Pegasystems

First Tech Federal Credit Union chooses Pega for streamlined omni-channel customer service

First Tech Federal Credit Union needed to improve member service for highly demanding technology-sector customers, but disjointed systems, manual request handling, and an overly complex CRM made it hard to deliver consistent, efficient support. The credit union turned to Pegasystems and its Pega Customer Service solution to help streamline omni-channel service and support growth.

Pegasystems implemented Pega Customer Service and automated more than 100 manual forms into intelligent workflows, while also consolidating systems by moving from Salesforce CRM to Pega. The impact was significant: NPS improved by 20%, call handle time fell by 40%, employee licensing costs dropped by 85%, back-office form accuracy improved by 100%, and the domestic wire transfer process was cut from 105 steps to 5.

First Tech Federal Credit Union

Mike Upton

Chief Digital and Technology Officer