Case Study: Tata Consultancy Services (TCS) achieves £6.3 million savings and 50% fewer complaints with Pegasystems

UK banking group transforms operations to save £6.3 million and enable superior customer experience

A leading UK financial services group faced fragmented systems and complex, manual processes after several mergers, which drove up operating costs, errors and customer complaints. The bank embarked on a simplification program to move 30 million customers onto a single core system, appointing Tata Consultancy Services (TCS) as system integrator and selecting Pegasystems’ Business Process Automation to standardize products, processes and service delivery.

TCS implemented a Pega-based solution with standardized processes and data, offshore/on-site training labs, real-time tracking for transfers, and upgrades including Pega 7 and a new data model (IFW), delivered via agile methods. The transformation processed over 500,000 transactions in a year, cut cash transfer time from 15 to 4 days, reduced manual errors from 70% to 10%, halved customer complaints, improved SLAs to 99%, and generated £6.3 million in annual savings.

Tata Consultancy Services (TCS)