Case Study: MGEN achieves global enterprise transformation and faster, unified omni‑channel customer service with Pegasystems (Pega Customer Service for Healthcare)

MGEN’s Global Enterprise Transformation

MGEN, a leading French provider of health and supplementary benefits, faced fragmented sales and customer-service processes that couldn’t keep pace with rising competition, new product opportunities, and omni‑channel customer expectations. To address these challenges, the organization launched a “Global Enterprise Transformation” to unify and modernize sales and service across the business.

MGEN implemented Pega’s Customer Service for Healthcare as a single customer-service platform, linking CRM and back‑end systems to deliver a consistent 360° view across channels. The change cut appointment handling time by one-third, reduced overall customer response times, boosted call-center productivity by consolidating data from about 15 systems, and delivered integrated analytics on journeys, campaigns and opportunities—enabling the front and back office to sell and support customers more efficiently.

MGEN

Alain Le Garrec

Marketing Manager