Case Study: Sun Life Financial achieves 100% ROI and streamlined, error-free processes with Pegasystems

Sun Life Financial ROI and the Intelligent Automation journey

Sun Life Financial, a global leader in life and health insurance operating in 26 countries with over 100,000 advisors, faced complex, error-prone operations that required costly, time-consuming staff training across many screens and systems. The company recognized that training costs were only part of the problem and sought to improve accuracy and efficiency through automation.

Sun Life piloted Pega Robotic Desktop Automation in the contact center, created a center of excellence to shift training from screen memorization to process understanding, and scaled automations across the business. Today 12 end-to-end automations touch 21 core systems, are used by 1,600 users for over 2 million transactions, save about 33 minutes per case (with 91%–99% time reductions on complex and standard cases), eliminated certain escalations, and delivered 100% program ROI in 2.5 years (each new bot achieving ROI within 18 months).

Sun Life Financial

Catherine Perrier

Senior Contract Specialist