New CRM system will improve member services, reduce costs, and handle
rapid membership growth for New England’s largest credit union
CAMBRIDGE, Mass. & SOUTHBOROUGH, Mass.--(BUSINESS WIRE)--May 31, 2018--
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. Virtusaworks
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 Union
DCU 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 Pegasystems
Pegasystems 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 Corporation
Virtusa 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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Source: Virtusa Corporation
Greenough
Amy Legere, 617-275-6517
alegere@greenough.biz
or
DCU
Ed
Niser, 508-263-6881
eniser@dcu.org
or
Pegasystems
Ilena
Ryan, 617-866-6722
ilena.ryan@pega.com