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Banking verified Verified Outcome TRL 9

Member Service Workflow Automation

domain Client: Large US Credit Union handshake Provider: Pega schedule Deploy: 2019-2023
88 Impact
Enterprise Ready
Evidence Score: 4/10
Strength: Tier 2

Executive Summary

ANALYST: COI RESEARCH

A large member-owned financial institution modernized its service operations by consolidating fragmented agent workflows into a unified service orchestration layer. Public disclosures indicate measurable gains in service efficiency and consistency across high-volume contact center operations.

rate_review Analyst Verdict

"A textbook operational efficiency initiative. The value lies in reduced handling time and improved service reliability rather than customer-facing innovation."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Service agents were required to navigate multiple disconnected legacy systems to resolve routine member inquiries. This fragmented workflow increased average handle time, training complexity, and error rates, while limiting the institution’s ability to scale service quality during demand spikes.

psychology The Solution

A centralized workflow and decisioning platform was implemented to orchestrate service processes across legacy systems. Agents receive guided workflows and automated task execution, enabling consistent resolution paths while minimizing manual handoffs and data re-entry.

settings_suggest Technical & Deployment Specs

Integrations
Legacy Service Systems
Deployment Model
Cloud
Data Classification
PII
Estimated TCO / ROI
Medium

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Workflow Dependency Risk Medium Business continuity planning

trending_up Impact Trajectory

Audited value realization curve

Lower average handle time Verified Outcome
Primary KPIHigher first-call resolution
Audit CycleReduced agent training time

policy Compliance & Gov

  • Standards: Privacy Regulations
  • Maturity (TRL): 9
  • Evidence Score: 4/10
  • Data Class: PII

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1.0
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for Large US Credit Union without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-389
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-389

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