(Rijksmuseum in Amsterdam, home of VIVAT. Photo credit: Velvet.)
VIVAT (Amsterdam), one of the Netherlands’ largest insurers, has selected Pegasystems’ (Cambridge, Mass.) Pega customer engagement software to help to shift its business to a more innovative and customer-oriented operation, according to a vendor statement. A holding company for several Dutch brands, VIVAT was acquired by China’s Anbang Insurance Group Co. Ltd., in Feb. 2015.
VIVAT will implement the Pega Platform, Pega Sales Automation for Insurance and Pega Customer Service for Insurance within the Pega Cloud as part of an overall digital transformation, the vendor reports. VIVAT will use Pegasystems’ technology to provide a single view of all customer activity across all product lines, enable real-time tracking of customer requests, and provide personalized customer engagement. The objective, according to the vendor statement, is to enable VIVAT to leave each client feeling that they have received a superior service experience.
“Pega will help us to connect the front office to the back office and set up advanced and personalized customer journeys quickly and easily,” comments Constant Moolenaar, director, contact center, VIVAT. “This will enable us to give customers the right information the first time, make relevant and timely offers, provide reliable service, and continue to improve our services in an agile manner.”
By deploying a fully digital customer engagement platform, VIVAT will be able to automate more processes, i
ncrease operational efficiency, and ensure faster delivery and response times, with the objective of increasing customer satisfaction, according to Pega.
Pega Consulting and VIVAT will collaborate and take joint responsibility for the success of this program, the vendor reports. The firms plan for the solution to be in production within 12 months.
“The partnership with Pega will help us to build upon this program to significantly improve the customer experience and to grow towards our goal of being the most innovative insurer,” comments Jeroen Potjes, COO, VIVAT.
Reinventing Customer Engagement
“For any company serving customers today, unless you can provide a timely response in context of their personal needs, you will put yourself at risk of losing that customer,” comments David Wells, VP, managing director, EMEA, Pegasystems. “Building itself from the ground up, VIVAT can reinvent how it engages with customers in a way that will give it a huge advantage over its competitors. I’m delighted that we are part of this reinvention.”