Case Study: TD Bank achieves 70% faster dispute resolution with Pegasystems

TD Bank Financial Group Increased Resolution Speeds by 70%

TD Financial Group’s Visa card business — the largest card program in Canada with more than 20 million cards and 50% portfolio growth — faced mounting operational strain from legacy systems, siloed specialist teams, and paper-based, manual processes. These constraints made one-call resolution rare, increased back-office workloads, raised costs, and limited the firm’s ability to support new products while scaling globally.

TD Visa implemented a Pega Build for Change servicing solution across call centers in Toronto, London, Montreal, and India, giving CSRs a unified desktop, intent-led processes, and automated case routing that eliminated manual rekeying. The result: a 30% lift in one-touch resolution, a 70% reduction in resolution time for cases needing back-office work, 50% fewer back-office interventions (allowing staff redeployment), a 95% drop in IT compliance costs, and continued 50% business growth while reducing headcount.

TD Bank

Adrian Hopkins

Senior Manager, Technology, Optimization and Solutions