Case Study: VIVAT eliminates service complexity and cuts underwriting from days to minutes with Pegasystems

VIVAT Eliminating service complexity to accelerate customer engagement

VIVAT, a large insurance provider, faced extreme legacy complexity—more than 250 business applications, 2,400 service operations and 500+ products in a single unit—that made it hard to deliver seamless, customer-centric experiences. This fragmented architecture and slow processes prevented the company from moving from a product-push mentality to true end-to-end customer engagement.

Using Pega Customer Service, Customer Decision Hub, and Pega’s Digital Process Automation and Case Management, VIVAT separated channels from the work and integrated front- and back-office systems. In nine months they migrated three CRM systems to a single platform, cut agent desktop applications from 13 to 1 (92% reduction), reduced Average Handle Time by 80%, improved Straight-Through Processing by 38%, raised CSAT by 12% and shortened underwriting from days to minutes.

VIVAT

Marc Bakermans

Business Change Manager