Case Study: Wells Fargo achieves a more empathetic, efficient estate settlement process with Pegasystems Pega Platform

How Wells Fargo is delivering a seamless experience for grieving families by using Pega

Wells Fargo needed to improve its estate settlement process for grieving families, which had been slow, paper-heavy, and fragmented across products and jurisdictions. Using Pegasystems’ Pega platform, the bank sought to create a more centralized, empathetic, and efficient experience for beneficiaries while handling complex regulatory and documentation requirements.

Pegasystems helped Wells Fargo launch the Estate Care Center, a centralized case management solution that automates workflows, consolidates documents, and supports omni-channel intake across the business. The results were significant: estate-handling NPS improved by more than 40%, and case volume doubled over four years without adding staff, while also strengthening compliance, fraud prevention, and customer loyalty.

Wells Fargo

Sangeeta Doss

Head of Estate Care Center