Client reference — Public sector

Agirc-Arrco: a unified client vision at scale

Since 2019, IRIZ Consulting has been supporting the Agirc-Arrco IT department in deploying a strategic Pega CRM programme covering all complementary retirement actors for private sector employees.

Context

A major transformation challenge for complementary pensions

Agirc-Arrco steers and coordinates the activity of all complementary pension actors for private sector employees, representing around 25 million contributing employees, more than 700,000 retirement requests per year and more than 13 million retirees paid monthly.

There are 12 complementary pension funds within the Agirc-Arrco scheme. Historically, each had its own client relationship tool — information was therefore potentially redundant and disparate across each platform.

The challenge

In 2019, Agirc-Arrco decided to implement a unified CRM platform aimed at simplifying and optimising the client relationship. Centralising information gives advisors optimal client knowledge, sparing clients from having to repeat information already provided.

The solution

A unified Pega CRM platform for all pension funds

Individual CRM

Go-live of the complete CRM application for 2 GPS in 10 months with a team of 5 developers. Extension to the 10 other GPS for a total of 12 user entities. 15 internal webservice integrations, 7 communication channels (email, phone, SMS, social media, letters, forms, branch).

Corporate CRM

Reuse of the Individual CRM application core to accelerate go-live. Complete application in 8 sprints of 3 weeks with 4 developers. 9 user entities, 10 integrations with external systems, 94% of requests processed on time.

Chatbots & Web Portal

Agirc-Arrco is the first client in France to have deployed the Pega Chatbot — one for the individual domain, one for the corporate domain. Delivery of a Pega web portal to assist with DSN coding, 100% of the scope went live in 3 months.

Performance

CRM programme figures

Individual CRM

30,000 Requests processed per day
3,000 Daily users

Corporate CRM

10,000 Requests processed per day
2,000 Daily users
94% Requests processed on time
45,000+ Requests recorded daily (all CRMs)
5,000 Users now served by Pega
12 Entities unified on a single platform

Results

Objectives fully achieved

✓ Unified CRM replacing 12 disparate tools
2 Chatbots Individual and corporate domains — 1st Pega Chatbot client in France
45,000+ Requests recorded daily
5,000 Users now served by Pega

Client testimonial

The Head of Information
Systems speaks

Discover the CRM programme led since 2019 by the Agirc-Arrco IT department and our team in this testimonial from Yann Tortelier, Head of Transverse Information Systems. Centralising information and using a single tool now make it possible to cover all of their clients' needs.

"
I have become firmly convinced that we made the right choice: IRIZ Consulting is, in my eyes, the reference player in Pega services. The completeness and level of excellence of the services delivered by our partner IRIZ Consulting, combined with the IT department's expertise, was decisive: the mastery–performance alliance is optimal.
Yann Tortelier Head of Transverse Information Systems Agirc-Arrco

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