Pegaworld 2016: Collections in the Front Office: Extending Customer Care During Difficult Situations (Presentation)
US Bank uses Pega to deliver an exceptional experience to customers who may be struggling with credit card payments. The bank combined nine antiquated systems into one intuitive and guided application: Collections Made Easy (CME). CME supports workflows for 600+ collections front line and support staff, managing 700K+ active and 2M+ historical cases. The system is integrated with mainframe accounting systems and complex CTI, blending 30K+ inbound/outbound calls daily. US Bank has increased cash collected, reduced training time, and reduced collector:case ratio since migrating to CME.