Case Study: International Insurance Company achieves a 135,000-agent portal and improved agent and customer experience with Pegasystems

International Insurance Company - Customer Case Study

Global Insurance Company, a multinational insurer with over 160 branches, 12,000 employees and a network of 135,000 independent agents, needed to stay competitive by empowering its agency channel. The carrier’s goals were to streamline the agent and customer experience, move from reactive to proactive engagement, improve agent loyalty and attraction, and increase cross‑sell and upsell opportunities.

Using Pega Sales Automation, the insurer co‑created an intuitive agent portal that delivers next‑best‑action recommendations, consolidated customer insights and manager visibility into agents’ books of business. The solution was delivered in an accelerated 15‑month rollout to 135,000 agents, resulting in an enhanced agent experience, improved customer service quality and more personalized, proactive interactions across the distribution channel.