The Pega solution delivered by Agirc-Arrco and IRIZ Consulting with Yann Tortelier

We are delighted to share the testimony of our client Agirc-Arrco on the implementation of a CRM programme led since 2019 by their IT department and our IRIZ Consulting team on the Pega solution. Yann Tortelier, Head of Transverse Information Systems, presents the project.

Agirc-Arrco in figures

Agirc-Arrco coordinates all actors of complementary retirement for private sector employees:

The Community Retirement CRM programme with Pega

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

In 2019, Agirc-Arrco decided to implement a community CRM platform to simplify and optimise client relations.

Are you satisfied with how the programme went?

“For this programme, we had to build expertise, then find partners to help us achieve our objectives within very tight deadlines. Our choice fell on IRIZ Consulting and the Pega solution, which is recognised in the field.”

The programme unfolded in three phases:

November 2020 — Delivery of the first batch “Ambre”: a complete CRM covering all individual clients of two pension funds, in less than a year.

June 2021 — Deployment of the individual CRM across the entire complementary retirement ecosystem.

Late 2021 — Delivery in under 6 months of the final scope: corporate policyholders for the Malakoff Humanis group.

How do you explain the success of this programme?

The Pega solution and its Agile methodology enable the delivery of a complete, scalable application in a very short time.

The excellence of IRIZ Consulting’s services, combined with the IT department’s expertise, was decisive: the “mastery–performance” alliance is optimal.

“I have become firmly convinced that we made the right choice. IRIZ Consulting is, in my eyes, the reference player in Pega services. We have gained in agility and efficiency and are now even capable of delivering projects in 2 to 3 months.”

— Yann Tortelier, Head of Transverse Information Systems, Agirc-Arrco

What comes next?

The CRM now integrates all Agirc-Arrco client requests: more than 45,000 requests recorded daily. This solution enables the Agirc-Arrco social protection groups to maintain a consistent, uniform approach for all their clients.