We’re proud to share the testimonial of our client Agirc-Arrco, highlighting the implementation of a CRM program launched in 2019 by their IT Department in collaboration with our IRIZ Consulting team, powered by the Pega platform. Here’s Yann Tortelier, Head of Cross-Functional Information Systems, who will walk you through how this project unfolded.
Let’s take a moment to recall what Agirc-Arrco is.
Agirc-Arrco oversees and coordinates the activities of all stakeholders involved in complementary retirement plans for private-sector employees. This represents:
- around 25 million contributing employees and their employers,
- over 700,000 retirement applications processed each year,
- and more than 13 million retirees receiving monthly pension payments.
What is the “Retraite Communautaire” CRM program with Pega at Agirc-Arrco all about?
Today, there are 12 complementary pension funds operating within the system Agirc-Arrco. Historically, each of them had its own customer relationship management tool, As a result, the information was often duplicated and fragmented across the various platforms.
In 2019, Agirc-Arrco decided to implement a community-based CRM platform designed to simplify and optimize customer relationship management — both for its operational teams and its clients.
The centralization of information and use of a single, unified tool provide advisors with an optimal understanding of each client, while sparing clients from having to repeat or resend information previously shared with another representative. All stakeholders now share the same data, transmitted once by the client and accessible to everyone involved.
Are you satisfied with how the program unfolded?
For this program, we needed to build up our expertise and find the right partners to help us achieve our goals within very tight deadlines. Our choice naturally fell on IRIZ Consulting and the Pega platform, a proven and trusted solution in this field.
In less than a year, by November 2020, we delivered the first release, named “Ambre.” This comprehensive CRM solution covered all individual clients including active employees, future retirees, and retirees for two of our complementary pension funds.
In June 2021, we built on this success by rolling out the individual CRM across the entire complementary pension ecosystem. Finally, in under six months, we delivered the latest scope: supporting corporate policyholders for the Malakoff Humanis group.
The CRM now serves all Agirc-Arrco clients, with objectives fully achieved — and all within exceptionally tight deadlines.
How do you explain the success of this program?
Beyond the expertise of Agirc-Arrco’s IT Department, two key factors explain this success:
- The Pega platform and its Agile project methodology made it possible to deliver a comprehensive, scalable application in a remarkably short timeframe.
- The completeness and excellence of the services delivered by our partner IRIZ Consulting, combined with the expertise of our IT Department, proved decisive — achieving the perfect balance between mastery and performance.
I’m firmly convinced that we made the right choice — to me, IRIZ Consulting stands as the benchmark partner for Pega expertise. We’ve gained agility and efficiency, and we’re now able to deliver projects within just 2 to 3 months.
What’s next?
By the end of 2023, the CRM will encompass all client requests related to complementary retirement representing over 45,000 requests recorded daily. This solution enables Agirc-Arrco’s social protection groups to maintain a consistent and unified customer communication approach across all clients. Moreover, this same platform could be extended to other pension schemes should similar needs arise.
The entire IRIZ Consulting team would like to thank Yann Tortelier for presenting the work accomplished at Agirc-Arrco — a collaboration we are proud to continue today. To learn more, explore the documentation published by Agirc-Arrco on the topic of the IT Department’s projects, and in particular, this Pega CRM initiative.