Case Study: TCDRS achieves faster member service and better customer experience with Pegasystems

TCDRS optimizes staff efficiency and customer experience

TCDRS, the Texas County & District Retirement System, needed to improve staff efficiency and customer experience while supporting retirement services for more than 330,000 Texas employees. With Pegasystems and its Pega CRM/customer service platform, TCDRS sought to replace multiple legacy systems and make member services faster and more seamless.

Pegasystems helped TCDRS implement Pega Customer Service on Pega Infinity in just 8 months, creating a unified platform for staff to access data and tools in one place. The result was elimination of five legacy systems and major productivity gains: 40% faster access to member data, 67% faster benefit estimates, and 78% faster simple account updates.

TCDRS

Catherine Sorahan

Member Services Manager