Case Study: Unum achieves faster back-office automation and 13% productivity gains with Pegasystems

UNUM Digital transformation on a shoestring

Unum, a U.S.-based employee benefits insurer, needed to modernize a back-office operation that depended on manual email triage, SharePoint work items, and dozens of separate mainframe applications. Working with Pegasystems and its Pega Robotic Process Automation (RPA) and desktop automation tools, Unum aimed to reduce the strain of servicing millions of policies with a largely manual process.

Pegasystems implemented low-code robotic automations, including desktop search across 15–25 service applications and “headless” email-processing workflows that analyze and route messages to the right systems. The solution went live in 12 weeks, delivered fully automated tracking and prioritization, and improved productivity by 13% per team member, with 50 automations in development at peak.

Unum