Case Study: StepChange achieves faster, omni-channel debt advice and 20% shorter calls with Pegasystems' Pega Platform

StepChange simplifies and accelerates their customer journey

StepChange Debt Charity is the UK’s largest problem-debt advice charity, helping about 600,000 people a year and aiming to double that reach by 2022. Facing rising demand driven by housing costs, family breakdowns and health issues, the organization struggled with disparate legacy systems, paper processes and long advisor call times that limited capacity and client access.

To address this, StepChange implemented PULSE on the Pega Platform: a unified, mobile-friendly, omni-channel customer service solution that integrates legacy systems, a knowledge center, progress dashboards, and support for live chat and co-browsing. Early results show higher employee satisfaction, shorter call times, more clients completing online journeys, successful channel switching, and an expected 20% reduction in call handle time as the charity scales toward its self-serve and reach targets.

StepChange

Phil Andrew

Chief Executive