Case Study: Large U.S. Retail Bank achieves 66% faster payment handling and increased sales with Pegasystems Robotic Desktop Automation

Large U.S. Retail Bank - Customer Case Study

One of the largest U.S. retail banks (~$100B in assets) faced slow, error-prone customer service and low agent sales because representatives had to juggle multiple legacy systems (Siebel CRM, VB apps, mainframe emulators and web apps). The bank’s goals were to reduce average handle time, cut errors and training time, increase sales opportunities, and make agent applications easier to use.

By deploying Pega Robotic Desktop Automation in 90 days, the bank integrated disparate systems into composite interfaces and automated repetitive tasks (22 steps in a key payment process), delivering immediate ROI. Results included a 66% cut in handle time for that payment process (360s to 120s), higher upsell/cross-sell rates, fewer data errors and improved compliance, faster agent onboarding and lower churn — all supported by rapid, enterprise-wide updates and desktop-level metrics.