Pegasystems Insurance Solution Upgrade Aims at Customer Experience Excellence

The vendor reports significant enhancements that will help insurance carriers improve the service experience to strengthen customer retention and loyalty, reduce operating costs and ultimately drive profitable growth.

(Monumento a los Pegasos, Bay of Souls, in the in the historic district of Cartagena, Colombia. Photo credit: Picore12)

Pegasystems (Pega; Cambridge, Mass.) has upgraded its Customer Process Manager for Insurance (CPMI) to improve user experience and enhance service delivery.

“Insurance carriers are finding themselves at a crossroads as they try to manage the explosion of new technologies and channels of communication used by their customers with antiquated and siloed CRM systems,” comments Chris Blatchly, VP, and global insurance business line leader, Pegasystems.  “Pega is working to help carriers overcome the impossibilities of trying to achieve their business goals using outdated technologies. Pega’s CPMI solution will deliver insurance companies into the digital age, and enable them to be more interactive and efficient with their customers for greater growth.”

Chris Blatchly, VP, Global Insurance, Pegasystems.

Chris Blatchly, VP, Global Insurance, Pegasystems.

Pega reports that it has made significant enhancements to CPMI, including a consistent user interface across all channels including mobile and social channels and stronger case management capabilities, providing access to the right data at the right time. CPMI enables insurance carriers to overcome critical challenges found using inflexible and outdated CRM solutions that hamper their ability to deliver consistently high quality and differentiated customer experiences, a statement from Pega claims.

The vendor adds that CPMI helps insurers move beyond the silos of antiquated CRM solutions to streamline best practices that guide each service interaction, automatically adapt service delivery to the channel and enable rapid response to change. Using the CPMI solution, carriers can improve the service experience to strengthen customer retention and loyalty, reduce operating costs and ultimately drive profitable growth, the Pega statement asserts.

Pega characterizes CPMI as especially suitable for insurers working to enhance customer service efforts to increase sales, enter new markets and launch new products, while simultaneously creating consistent omni-channel user experiences (UX) for both policyholders and agents.

Built on the Pega 7 platform, CPMI enables insurers to utilize newer technologies and communicate via customers’ preferred channels, the vendor says. Capabilities include omni-channel UX that opens insurers’ applications to mobile and social channels with consistent, attractive and intuitive experiences across all channels, according to Pega. The vendor claims that Pega Live Data simplifies the use of data in business processes, ensuring that agents have access to the right data, at the right time and place, and that new case lifecycle management capabilities intuitively mirror the way agents and insurance carrier executives approach opportunities to increase efficiency and production.

Key new features of CPMI include the following, according to Pega:

  • Customer Composites:  UI enhancements provide a redesigned view of each customer and includes leveraging a new thumbnail, a message and alerts gadget, and enhanced policy selection control.
  • Services Requests: New submissions and claims can be initiated in CPMI and completed in Pega Underwriting for Insurance and Pega Claims for Insurance solutions. This provides agents with a more comprehensive view of both local and remote cases.
  • Social Interactions: Social interactions can be installed and added to the agent portals to enhance visibility of relevant customer tweets and Facebook posts. A tab combines both Twitter and Facebook posts, providing agents more intuitive visibility and management of customer social interactions.
  • Updated Search: Searching for a specific customer caller now enables a distinct search by an insured or an agent. A customized composite is presented to agents that offers complete information for the selected caller, providing better overall customer service.

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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