PGGM
From platform selection to partnership: PGGM on Pega and BPM Company
PGGM is a cooperative, not-for-profit pension administration organization. PGGM manages the pensions of multiple pension funds, the employers affiliated with those funds and their employees. Customer service, continuity and quality are central to everything the organization does. To realize these ambitions, PGGM has been making targeted investments for many years in innovative and robust IT systems and platforms, including Pega.
About Rene van Gelder – Product Owner for Pega Customer Service at PGGM
Rene van Gelder is Product Owner for Pega Customer Service at PGGM. He is responsible for the front office in The Hague and leads the team that works with Pega. Rene: “As Product Owner, I am ultimately responsible for how the platform is used to support our customer service. I have been involved in this project from the very beginning. At the time, we went through an extensive RFI and RFP process, comparing multiple solutions. After a thorough selection process, Pega emerged as the best option. Pega aligned most closely with our vision and ambitions for customer service and long-term sustainability.
From platform selection to partner selection
After choosing Pega, we needed to find an implementation partner. We initially started with another party, but soon realized there was room for improvement in terms of quality and efficiency. For me, that was the moment to step in.
I was already familiar with one of the consultants at BPM Company from the past. I knew BPM Company as a relatively small organization with a strong focus on the Dutch market. It seemed worthwhile to explore whether there would be a good fit with our needs. We entered into discussions and it quickly became clear that BPM Company could offer exactly what we were looking for.
Why BPM Company?
At the time, we did not have Pega specialists in-house and were therefore dependent on an implementation partner. BPM Company delivered the quality and efficiency we were looking for. We were seeking a close, strategic partnership in which we could learn from the partner’s experience. We firmly believed that physical presence at our office was crucial to success.
BPM Company has lived up to these expectations, particularly in terms of delivery reliability and having the right people available at the right time. The quality of the consultants is high and when changes do occur, they are addressed quickly and effectively. This directly contributes to our business continuity.
Local presence, faster collaboration
The fact that BPM Company works with Dutch consultants who are physically present at our office adds significant value. We are a fully Dutch-speaking organization, and speaking the same language helps prevent misunderstandings. This results in less time lost, higher quality, and faster decision-making. Everything is close at hand, and you notice that every day in the collaboration.
Training and knowledge development
An important additional advantage is the BPM Company Academy, which was also one of the decisive factors in the selection process. For us, it is essential not only to rely on external expertise, but also to build internal knowledge. To date, six internal employees have been trained through BPM Company.
A unique three-way partnership
What I am most proud of is the setup we have created together. It is a three-way partnership in which everyone benefits: PGGM as the client, BPM Company as an organization, and the individual consultants.
We are not hesitant to give young professionals an opportunity within our teams. This requires an investment on our side, but it also delivers strong returns. Young consultants are given a valuable opportunity to build knowledge and experience and, as a result, tend to stay longer. For PGGM, this means continuity at acceptable costs. BPM Company, in turn, ultimately gains fully qualified SSA-certified professionals or developers through the collaboration. Within this three-way setup, we create value for all parties. That is what truly makes this partnership unique.
Innovating together with Pega
Now that the implementation is in place, the main value for us lies in leveraging Pega’s innovations. At times, this brings us to the limits of our knowledge and capabilities. In those moments as well, we work closely with BPM Company: together we explore those boundaries and determine which new applications and developments are possible, based on Pega’s innovations and roadmap.
