Case Study: Truist reduces customer financial stress with Pegasystems

Truist reduces financial stress for customers during COVID-19 pandemic

Truist faced a surge in customer requests during the COVID-19 pandemic and the rollout of the CARES Act, with call volumes reaching 10,000 per day and wait times climbing to four hours or more. As the bank navigated a major merger and remote work transition, it needed a faster way to support mortgage assistance customers without simply adding more staff. Pegasystems (Pega) helped Truist connect its back-end workflow systems to customer-facing portals and expand electronic communication.

Pegasystems implemented a digital client interaction solution that moved key service processes online, with the first release delivered in just four weeks. The results were significant: Truist continued operating without massively increasing capacity, reduced loan modification processing from 90-120 minutes to 5 seconds, cut handoffs and manual updates, and delivered ten production releases in five months.

Truist

Christ White

Head of Client Default Operations