Case Study: Leading U.S. Insurance Carrier Company achieves a streamlined agent desktop, faster customer service, and multi-million dollar savings with Pegasystems

Leading U.S. Insurance Carrier Company - Customer Case Study

A leading U.S. life insurance carrier needed to redefine the agent experience to improve customer service, reduce call handle time and volume, and cut training costs. Agents were forced to navigate dozens of screens and multiple databases, spending more time gathering information than engaging customers, which limited cross‑selling and slowed onboarding for new hires.

Working with Pega, the insurer consolidated and automated disparate systems into a simplified agent desktop using Pega 7 and Pega Customer Service for Insurance, reducing more than 30 screens to fewer than a dozen and delivering a 360° view of customers. The solution cut average handle time, lowered back‑office costs, shortened training ramp‑up, increased agent productivity and cross‑sell opportunities, and generated multi‑million‑dollar efficiency savings alongside improved customer and employee satisfaction.