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Prudential Group’s CustomerONE Initiative

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In Action Summary

CustomerCentricInsurer

Prudential’s customerONE initiative has increased productivity, decreased training times and provides better customer serivce

The Prudential Group’s CustomerONE initiative leverages Pega Systems Build for Change® technology to increase productivity among Customer Service Representatives (CSRs), decrease training times and provide better customer service by capitalising on a single, unified view of the customer. The Prudential Group was also recognised as a 2012 Model Insurer by Celent for its CustomerONE initiative.

Prudential launched its “CustomerONE” initiative as a major service thrust to improve customer interactions and reduce operational costs. The high-profile project’s charter perhaps sums it up best: “CustomerONE is Prudential Group Insurance’s Strategic Servicing Portal that will be used by all associates to handle inquiries and process service requests across products, markets and channels.” Pega’s BPM software is used in several contact centres and the back office to bridge the gap between multiple disparate systems and provide dynamic case management features delivered through a single intuitive user interface.

Prudential’s customer-centric approach has enabled it to achieve predictable and improved business outcomes. As a result of this initiative, Prudential improved its customer engagement practices and in turn was able to personalise its interaction with customers leading to increased service levels and enhanced customer experience.

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