Ethical Debt Management Solution Built on Pega Collections
Industry:
IT Services and IT Consulting
Region:
UK
Technology:
Pega
The Business Challenge
The Client is a European-based Technology leader, working closely with the UK government to provide consulting and digital services. As the unforeseen Coronavirus outbreak amplified the world economy fiasco, the Client wanted to implement a comprehensive Cloud based solution to provide ethical debt collection with reduced costs.
The Solution
- Built robust case management Pega application by leveraging Pega Collections Framework
- Integrated Customer Decision Hub (CDH) application to handle the decisioning components – Strategies and Offer Flows, and engage customers with personalized & responsive service
- Enabled an extensive downstream reporting using Pega’s Business Intelligence Exchange (BIX) architecture
- Integrated with different channels such as email/chat/SMS for a unified and seamless customer experience
The Benefit
- To reduce the cost of collections
- To integrate analytics to automate decision making
- To deliver a consistent experience across all channels – phone, email, SMS
- To provide multi-client support – SS operations team will service multiple clients logically segregated to meet GDPR and other security requirements
