Case Study: Leading Financial Institution clears mortgage request backlog with Pegasystems Pega RPA

International bank builds successful customer workforce during COVID-19

Leading Financial Institution faced an unprecedented surge in mortgage payment deferral requests during COVID-19, creating a backlog of 50,000 cases that its workforce could not process fast enough. To address the challenge, it turned to Pegasystems and Pega RPA to scale request handling.

Pegasystems implemented automation with Pega RPA to clear the mortgage backlog, building and deploying 40 bots in eight days. The solution processed 6,300 end-to-end requests out of 10,000 in two days and eliminated the initial backlog in just five days, giving the bank much-needed virtual capacity and faster customer support.