PegaWORLD 2015: TCS: Realizing Pega Platform Value in Customer Service and Operations for Retail Business at TD Bank (Video)
TD Bank put together a Pega Platform roadmap to build a foundational platform to migrate applications that serviced front-end request submissions. TD Bank and TCS were able to successfully build the Platform and realize significant business benefits such as reduced processing time allowing for efficiency gains, quality/regulatory adherence improvement through automated tracking, reconciliation of work received and processed. In addition, customer experience was improved through multiple levers including increased store capacity due to less time spent following up on requests and return, "one and done" approach which enhances the overall customer and employee experience and cross-channel visibility of customer requests.
- Ranjith Jayaraman, Consultant, Enterprise BPM Solutions, TCS
- Prashant Prabhakar, Senior IT Manager, USTS ECM/BPM Technologies, TD Bank
- Dan Brewin, Business lead, Deposits Operations, TD Bank