An omnichannel solution for pension organizations
Case Study: Scalable Multi-Client Omnichannel Solution for Pension Services
This case demonstrates how one integrated Pega-based platform can successfully serve multiple institutional pension clients with unique branding and user journeys—without duplicating back-end logic or infrastructure. By combining Pega’s center-out architecture with BPM Company’s expertise, the client achieved a scalable, omnichannel, and cost-efficient solution that supports high volumes, enhances customer experience, and lays the foundation for long-term growth.
Client background
The client is a major service provider to institutional pension funds in the Netherlands, supporting hundreds of thousands of participants. Each pension fund requires its own branded digital environment, while the client needs to manage these efficiently and cost-effectively across multiple organizations.
2. The Challenge: One Solution, Multiple Clients
The client’s objective was to deliver a single reusable platform that could serve different pension funds while providing customized front-end experiences. Each fund required a unique branded environment, but building separate systems for each would mean unnecessary duplication of business logic, infrastructure, and maintenance.
Furthermore, participants expect to interact seamlessly across multiple channels—phone, email, web portals—without losing context. The challenge was to design a system that would:
- Maintain client-specific branding and user interfaces.
- Ensure centralized, reusable logic and processes.
- Deliver a consistent, omnichannel experience across all touchpoints.
The Solution: Pega’s Center-Out Omnichannel Approach
Pega’s Customer Service solution provided the ideal foundation through its center-out business architecture. This design principle puts customer journeys at the core, while enabling flexible front-end customization for each pension fund.
Key capabilities included:
- Central orchestration of logic and processes, implemented once and reused across funds.
- Omnichannel consistency, allowing participants to switch between phone, portal, and email seamlessly, with context preserved.
- Scalability and agility, supporting high volumes of users and enabling new funds to be added quickly.
- AI-powered guidance and automation, ensuring efficient and personalized interactions.
In practice, each pension fund received its own branded front-end, but all were powered by the same central logic and processing layer—resulting in a cost-efficient, scalable, and future-proof platform.
Why BPM Company Was the Right Partner
BPM Company was chosen as the implementation partner thanks to its unique combination of technical expertise, local presence, and industry knowledge.
- Local expertise: The first certified Pega partner in the Netherlands with a strong presence in the Benelux.
- Deep Pega know-how: Specialized in Pega Customer Service solutions and implementations with a proven track record.
- Proven track record: Extensive experience delivering solutions in complex, high-volume service environments.
- Domain knowledge: Familiarity with the pension and financial services sector, ensuring alignment with regulatory and business requirements.
- Sustainable approach: Guidance on setting up internal Centers of Excellence for long-term success and scalability.
Business benefits for the client
The implemented solution delivered tangible benefits:
- Efficiency and cost savings: Business logic developed once, reused across funds.
- Client-specific experiences: Each fund received its own branded and tailored environment.
- Omnichannel experience: Participants interact seamlessly across phone, email, and portals.
- High-volume support: Capable of serving hundreds of thousands of participants.
- Scalability: Additional funds can be added without duplicating systems.
- Improved customer satisfaction: Personalized, consistent, and reliable service builds loyalty.
- Future-proof design: Centralized logic enables rapid adaptation to new business needs.
