Unified Data Processing through Pega Case Management
Case Study: Unified Data Processing through Pega Case Management
By adopting Pega’s case-management solution, a pension fund administrator achieved its goal of consistent customer engagement across all channels. BPM Company implemented the solution within one year, enabling improved customer service, consistent data quality, cost reductions and stronger compliance.
Client description
The client is a large cooperative pension fund administrator in the Netherlands, specializing in the management of pension products. Handling large volumes of data from multiple channels—such as the website, call center, chat, and in-person interactions—the organization needed a uniform way of processing data, regardless of the entry point. This consistent approach was a prerequisite to enable true case management.
The challenge of data processing
Before the solution was implemented, data capture and processing varied depending on the communication channel. This led to fragmentation and inconsistencies—for example, the use of “last name” versus “surname,” which created mapping problems and reduced data integrity. The absence of a single model meant that data could easily become unsynchronized, resulting in inefficiencies and less reliable information.
The main goal was clear: one data model across all user interfaces and channels, ensuring that every interaction, such as a pension application, would be processed in exactly the same way.
How Pega’s case management helped
Pega’s case-management platform was introduced as the central hub through which all interactions flow, regardless of the channel.
Key capabilities included:
- Centralized case structure: Each customer request is managed as a single case, with all relevant data, tasks, and documents stored consistently from initiation through completion.
- Stage-based lifecycle management: Cases progress through structured stages, with flexibility depending on the channel of entry, ensuring clarity in the data flow.
- Uniform data capture: All incoming data is processed according to one central model, eliminating duplication or mismatched terminology.
- Comprehensive case history: All historical data is stored within Pega. When a customer refers to a conversation from years ago, this information is available instantly.
- Compliance en governance: De ingebouwde audit-trail, archivering en toegangscontrole van Pega zorgen voor sterke gegevensintegriteit en naleving van wet- en regelgeving.
Why BPM Company was the right match for data processing with Pega’s Case Management
The client chose BPM Company as an implementation partner because of:
- Local presence: As a Dutch firm, BPM Company understands the local market, language, and regulations.
- Pega expertise: Proven experience in implementing case management solutions, data modeling, and integrations.
- System knowledge: Strong track record in aligning multiple channels with case management within Pega.
- Domain expertise: In-depth knowledge of the pension sector, ensuring business requirements were accurately translated into a technical solution.
Implementation timeline
The project moved forward quickly: the foundation was delivered within one year. At that point, a fully functional case-management structure was in place, integrating all channels into one consistent model.
Business Benefits
The new solution delivered significant improvements:
- Improved data quality and integrity – Data is now consistent and comparable across all channels.
- Enhanced customer service – Staff have direct access to complete case history, enabling more personalized and effective support.
- Cost savings through process standardization – One unified process replaced multiple fragmented workflows.
- Lower training costs – Staff no longer need to be trained per channel, thanks to a single unified model.
- Stronger compliance and governance – Built-in auditing and monitoring ensure adherence to regulations.
