Case Study: TCDRS achieves a superior omni-channel experience and 60% online beneficiary updates with Pegasystems

TCDRS Delivers Superior Omni-Channel Customer Experience with Pega

The Texas County and District Retirement System (TCDRS) administers retirement, disability, and survivor benefits for nearly 700 employers and about 255,000 members. To meet rising service expectations and adapt quickly to changing regulations, TCDRS needed a next‑generation, omni‑channel customer service platform that could streamline operations and improve both external self‑service and internal case handling.

TCDRS deployed the Pega Customer Service application as part of a four‑phase modernization, eliminating five legacy systems and cutting maintenance costs. The platform enabled 60% of beneficiary updates to be completed online, turned employer cost‑benefit analyses from a weeks‑long task into on‑demand reports, and measurably improved customer service for members and staff.

TCDRS

Kris Valenta

Director of Strategic Projects