New CRM system will improve member services,
reduce costs, and handle rapid membership growth for New England’s
largest credit union
Virtusa Corporation (NASDAQ GS:VRTU), a global provider of
digital engineering and IT outsourcing services that accelerate
business outcomes for its clients, and Pegasystems, Inc., the
software company empowering customer engagement at the world’s
leading enterprises, announced that Digital Federal Credit Union
(DCU), New England’s largest credit union, implemented a
state-of-the-art digital customer relationship management (CRM)
system to enhance end-user experiences and improve staff
efficiency. The new Pega CRM system will help DCU enhance member
service, reduce costs, and improve onboarding efficiencies for new
members joining the credit union.
“This system is the result of our innovation around how to
approach transformation projects, the strong capabilities in Pega
software, and the longevity, depth and breadth of our Pega CRM
experience,” said Vasan Srinivasan, executive vice president,
Banking and Financial Services, Virtusa. “With the first phase of
the system now live, DCU has a modern, integrated and responsible
digital structure in place, designed to enhance user experiences
for both members and employees. We look forward to continuing to
work with DCU to further automate tasks and increase the level of
service it can provide to its members.”
DCU is one of the top 20 credit unions in the U.S. with over
700,000 members across all 50 states. It chose to replace its
15-year-old legacy digital CRM system with Pega® Customer Service,
which uses artificial intelligence to anticipate the needs of its
members and provide optimal service recommendations in real time
throughout the journey. The new Pega CRM system will improve staff
efficiency and enhance end-user experiences.
“We’re committed to innovation and providing our members and
employees with an intuitive experience,” said David Araujo, DCU’s
senior vice president of technology and innovation. “Virtusa
successfully implemented our system in an accelerated timeframe by
maximizing the use of Pega’s out of the box capabilities, while
minimizing the time and cost to market. We’re excited to continue
our digital transformation leveraging Pega’s software and guidance
from Virtusa.”
Virtusa, a Systems Integration Partner, initiated the project
with an Accelerated Solution Design (ASD) engagement that
transferred DCU’s existing capabilities and integrated internal and
external systems into the new Pega CRM system, while rationalizing
and simplifying workflows used throughout the credit union. Virtusa
will continue to enhance the DCU member experience using
interactive tools from Pega such as online chat, as well as improve
efficiencies for DCU staff that service accounts and members.
Virtusa will also provide DCU with additional oversight functions
such as reporting and analytics, while continuing to integrate
downstream systems into the platform. Virtusa has been a strategic
partner of Pega for more than 18 years, providing systems
integration services for clients deploying Pega solutions.
“With customer expectations at an all-time high, financial
institutions need to deliver better customer service or put
themselves at risk for customer churn. By implementing solutions
that provide intelligent recommendations and end-to-end automation,
financial institutions can guarantee consistently valuable
experiences to secure lifelong customers,” said Don Schuerman, CTO
and vice president, product marketing, Pegasystems. “The value of
Virtusa’s expertise, along with Pega’s industry-leading
capabilities, will bring DCU’s vision for superior service to their
members to fruition.”
Pega’s end-to-end suite of customer engagement applications
for marketing, sales, and customer service is powered
by Pega® Customer Decision Hub, its real-time artificial
intelligence (AI) engine. Built on Pega® Platform, the
industry-leading application development
platform, Pega’s CRM solutions enable clients
to anticipate customers’ changing needs and provide
personalized, AI-driven recommendations throughout the
customer journey.
With more than 25 years of domain experience, Virtusa has
delivered successful solutions that have transformed several global
banks, top brokerage firms, and card and payment providers. Virtusa
works with banks and financial services firms to transform them
into market leaders through industry-leading business consulting,
cutting edge solutions, and transformational technology
expertise.
About Digital Federal Credit UnionDCU is a not-for-profit
financial cooperative serving more than 700,000 members across all
50 states and by offering a full range of financial services to
consumers and businesses, including banking, lending, financial
wealth management, insurance, and realty products.
For more information on DCU, please visit www.dcu.org.
About PegasystemsPegasystems Inc. is the leader in
software for customer engagement and operational excellence. Pega’s
adaptive, cloud-architected software – built on its unified Pega®
Platform – empowers people to rapidly deploy and easily extend and
change applications to meet strategic business needs. Over its
30-year history, Pega has delivered award-winning capabilities in
CRM and BPM, powered by advanced artificial intelligence and
robotic automation, to help the world’s leading brands achieve
breakthrough business results. For more information on Pegasystems
(NASDAQ: PEGA) visit http://www.pega.com/.
About Virtusa CorporationVirtusa Corporation (NASDAQ GS:
VRTU) is a global provider of Digital Business Transformation,
Digital Engineering, and Information Technology (IT) outsourcing
services that accelerate our clients’ journey to their Digital
Future. Virtusa serves Global 2000 companies in Banking, Financial
Services, Insurance, Healthcare, Telecommunications, Media,
Entertainment, Travel, Manufacturing, and Technology
industries.
Using a combination of digital strategy, digital engineering,
business implementation, and IT platform modernization services,
Virtusa helps clients execute successful end-to-end digital
business transformation initiatives.
Virtusa engages its clients to re-imagine their business models
and develop strategies to defend and grow their business by
introducing innovative products and services, developing
distinctive digital consumer experiences, creating operational
efficiency using digital labor, developing operational and IT
platforms for the future, and rationalizing and modernizing their
existing IT applications infrastructure. As a result, its clients
are simultaneously able to drive business growth through
digital-first customer experiences, while also consolidating and
modernizing their IT application infrastructure to support digital
business transformation.
Holding a proven record of success across industries, Virtusa
readily understands its clients' business challenges and uses its
domain expertise to deliver innovative applications of technology
to address its clients’ critical business challenges. Examples
include building the world's largest property & casualty claims
modernization program; one of the largest corporate customer
portals for a premier global bank; an order to cash implementation
for a multinational telecommunications provider; and digital
transformation initiatives for media and banking companies.
Founded in 1996 and headquartered in Massachusetts, Virtusa has
operations in North America, Europe, and Asia.
© 2018 Virtusa Corporation. All rights reserved.
Virtusa, Accelerating Business Outcomes, BPM Test Drive and
Productization are registered trademarks of Virtusa Corporation.
All other company and brand names may be trademarks or service
marks of their respective holders.
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version on businesswire.com: https://www.businesswire.com/news/home/20180531005109/en/
GreenoughAmy Legere,
617-275-6517alegere@greenough.bizorDCUEd Niser,
508-263-6881eniser@dcu.orgorPegasystemsIlena Ryan,
617-866-6722ilena.ryan@pega.com
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