Case Study: Bupa achieves faster, more personalized customer engagement with Pegasystems

How Bupa is transforming healthcare as we know it

Bupa, the Australian healthcare payer and provider, needed a more unified way to deliver personalized customer experiences across insurance, dental, optical, hearing, aged care, and primary health services. With rising digital expectations, legacy systems from acquisitions, and the pressure of COVID-19, Bupa turned to Pegasystems and its Pega Customer Decision Hub™ to improve customer engagement while staying compliant.

Pegasystems implemented Pega Customer Decision Hub™ and Pega Infinity to unify customer data, automate decisioning, and enable real-time, omnichannel personalization. The results included a more than 50% uplift in delivery efficiency, over $1M in savings, and a more than 30% increase in customer responses, while also reducing time-to-market for personalized content by 20–50% and helping Bupa move nearly 100% of claims to digital, zero-touch processing.

Bupa

Lisa Dickson

Head of Marketing Automation