About the Customer
Australia and New Zealand Banking Group Limited, commonly called ANZ, is the third largest bank by market capitalization in Australia, after the Commonwealth Bank and Westpac Banking Corporation. Australian operations make up the largest part of ANZ's business, with commercial and retail banking dominating.
Scope and Challenges
Founded in 1835, ANZ is one of the top global financial institutions in the world. They serve over nine-million customers spanning 33 markets. To improve their market leadership, ANZ wanted to implement a super-regional strategy to eliminate costly, disparate systems, digitize core business operations, and automate core customer service functions across all regions of their enterprise.
Outcome and Implications
To drive ANZ’s super-regional strategy, they implemented nine Pega applications across 11 geographies, covering 3,000 users who are managing over five million customer interactions a year.
With Pega, ANZ reduced the number of applications to resolve an inquiry from fourteen to one. They improved first touch resolution by 20%, and reduced card dispute resolution time from 45 days to ten minutes. Pega’s ability to directly capture objectives also empowers ANZ to meet market requirements in a fraction of the time when compared to traditional business applications.
"As the speed of market requirements continue to accelerate, we are being asked to change the way we interact with our customers at faster speeds than ever. I’m very confident in saying that if we didn’t have Pega, we would find it difficult to respond to customer needs" said Alistair Currie Chief Operating Officer, ANZ.
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