Banking & Financial Services · Pega Customer Service
Unifying Customer Service Across 6 Channels for a Major Retail Bank
Overview
A major UK retail bank with over 3 million personal and business customers was running its customer service operation across six separate channels - phone, email, web chat, in-branch, mobile app, and social media - each handled by different teams using different systems with no shared view of the customer.
The result was a fragmented, frustrating experience on both sides of the interaction. Customers repeated their details at every touchpoint. Agents had no context for incoming contacts. Complex queries bounced between departments without resolution. And leadership had no visibility into what was actually happening across the operation.
With NPS scores declining quarter on quarter and a board mandate to fix the customer experience, the bank needed a platform that could unify the operation - not just bolt the channels together, but fundamentally transform how customer service worked.
The Challenge
The core problem was architectural. Each channel had evolved independently over a decade, accumulating its own systems, processes, and data models. There was no single customer record accessible to all agents, no consistent case management framework for handling complex queries, and no way to track a customer interaction from first contact through to resolution if it crossed channel boundaries.
The bank had attempted a partial fix two years earlier using a CRM bolt-on that had failed to achieve adoption. Agent trust in technology solutions was low. Any new platform would need to demonstrate immediate value to frontline staff as well as to leadership - or it would face the same resistance.
Our Solution
Codeless IQ implemented Pega Customer Service as the unified engagement layer across all six channels, built on a single customer data model that gave every agent a complete, real-time view of the customer regardless of how they were contacting the bank.
We designed a case management framework that could handle the bank's full range of query types - from simple balance enquiries to complex complaints and multi-party business banking requests - with intelligent routing, SLA management, and full audit trail built in.
The implementation was phased by channel, beginning with phone and web chat where volume and agent frustration were highest, then progressively onboarding email, in-branch, mobile, and social over a six month period. Each phase included dedicated agent training and a structured feedback loop to capture and address adoption issues in real time.
Pega's Next-Best-Action capability was integrated in the final phase, enabling the bank to surface relevant product and retention offers to agents at the right moment in each customer interaction - turning the service operation into a revenue-contributing function for the first time.
Technologies Used
The Results
Measurable, Lasting Impact
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Average handle time reduced by 28% within 90 days of full deployment
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First contact resolution rate increased from 54% to 79%
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Customer NPS improved by 22 points over the first two quarters post-launch
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Agent satisfaction scores increased by 34% - highest recorded in the bank's history
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6 channels unified onto a single platform with one customer record
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Next-Best-Action integration generated £2.1M in incremental product revenue in the first 6 months
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Zero unplanned downtime during the 6-month phased rollout
We had been trying to fix our customer service operation for years with point solutions that never quite worked. Codeless IQ took a completely different approach - they understood the architecture problem before they proposed a technology solution. The results have exceeded everything we projected.
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