First Tech Federal Credit Union taps Pegasystems for unified CRM

Low-code platform provider Pegasystems (Pega) has been picked by First Tech Federal Credit Union (FCU) for a consolidated customer relationship management (CRM) solution.

First Tech FCU selects Pega for a unified CRM platform

First Tech FCU has been using Pega’s AI-led decisioning and workflow automation solution to manage fraud and disputes, and has now decided to “replace and unify” its entire CRM set-up onto one platform.

The new platform will consolidate four different back-office systems, “eliminating labour-intensive steps”. Pega adds it will also reduce agents’ call handling times by 40% and introduce “smart forms” for the bank’s members.

“We partner with Pega not only for their strong CRM expertise but also because we can scale and automate operations quickly to advance our enterprise transformation plans,” says Mike Upton, chief digital and technology officer, First Tech FCU.

“With Pega software, we’ve already seen significant success by reducing the number of processes through the power of digital automation.

“This creates more visibility between our front and back office, making it easier for our employees to provide top notch customer service, while improving the entire banking experience for our members.”

Headquartered in San Jose, California, First Tech FCU handles over $15 billion in assets, serves technology-oriented companies including Google, Amazon, HP and Cisco, and delivers banking services to over 720,000 members.