Client reference — Banking & Insurance
MGEN: digitalisation of client
relationship processes
From 2015 to 2021, IRIZ Consulting supported MGEN in digitalising and dematerialising its client relationship processes with Pega, replacing paper processes in management centres.
In figures
A Pega CRM programme
powering digitalisation
Context
A CRM to replace
paper processes
Within MGEN, implementing a CRM based on Pega low-code technology made it possible to replace paper processes in management centres. Linked to the EDM (Electronic Document Management) system, the CRM became the central element in processing digitised client requests.
The objectives
Digitalise and dematerialise client relationship processes, replacing paper processes with a Pega solution integrated with the EDM system, to improve processing times and activity steering.
Achievements
What IRIZ Consulting
delivered from 2015 to 2021
CRM integrated with EDM
Implementation of a Pega CRM linked to the EDM system, forming the central element in processing digitised client requests.
Process digitalisation
Complete replacement of paper processes in management centres with digital workflows, optimising end-to-end processing of digitised mail.
Steering and reporting
Implementation of reporting capabilities for activity steering, offering complete visibility over performance and key indicators.
Features
What the
MGEN CRM enables
End-to-end tracking of digitised mail, guaranteeing complete traceability of every client request.
Streamlining of business processes, reducing manual steps and the risk of errors linked to paper handling.
Significant improvement in client request processing times through automation and digitalisation.
Advanced reporting capabilities for activity steering, enabling managers to track performance in real time.
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