CASE STUDY

COMPILATION

Virtusa’s
Pegasystems Based Engagements

Partnership excellence in Pegasystems solution delivery

Virtusa’s Pegasystems Based Engagements Copyright © 2017 Virtusa Corporation. All Rights Reserved.
 Introduction
Virtusa is a leading global IT services firm in the BPM sector with a long history of
successfully helping clients transform their new and legacy, manual, and semi-
automated business processes into change-ready, automated processes, and
in building and delivering leading BPM software products. Our dedicated team
of research analysts focus on applied research in the BPM space allowing our
consultants to focus on driving business results. Most importantly, we engage
with client organizations to understand their level of BPM maturity and assist
them in their business transformation exercise by customizing our offerings to
suit their requirements.
Virtusa has the privilege of working with Pegasystems, one of the most advanced,
world class software vendors and a clear leader in the strategic application market
supporting Business Process Management initiatives. Virtusa is a Pegasystems
Platinum Partner and trusted partner for Pega Upgrade Innovation center
with deep expertise in PegaRULES Process Commander (PRPC) and vertical
and technology frameworks in Pegasystems portfolio. Virtusa commenced the
partnership around 2001 as their only engineering partner and supported their
professional services group for implementation of Pega projects worldwide.
Virtusa has been supporting Pegasystems’ product engineering to develop
products and domain frameworks and executed successful implementations for
leading organizations in the financial services, insurance, healthcare, telecom,
media, manufacturing etc. This has proven our capabilities and expertise in
helping organizations leverage the strategic nature of the Pegasystems software
and also given us a unique understanding of key applications portfolio of the
software. Virtusa supports PEGA in design, testing, deployment, production,
innovation, and performance management.
Currently, Virtusa has a dedicated Pega practice with 2200+ PRPC certified
consultants and over 3,000 folks providing extended services to clients for
enterprise services related to the BPM journey. This document highlights some
of the 220+ key engagements where Virtusa has addressed specific BPM needs
by leveraging the Pegasystems’ strategic application platform and industry-
specific knowledge, expertise, and innovation.

Virtusa’s Pegasystems Based Engagements 2

Banking and
Financial Services

Virtusa’s Pegasystems Based Engagements 3

Banking and Financial Services

Exception and investigation processing – Substantial improvement in

operational efficiency
Cost effective payment processing for a Top 5 UK Bank

33% reduction in exception

processing labor costs
• Transformation of electronic payments program within
payment and international services efficient and cost
100% increase in back- effective payment processing
office researcher productivity
• Capabilities for delivering internal and external growth
plans and new regulation as it emerge
50% reduction in inquiry
response time

Case investigation and management- Greater customer satisfaction

Significantly reduced case investigation time and brought operational efficiencies for
a Top 10 Global Bank

Enhanced reporting
capabilities
• Case investigation and management solution with audit
trail of events and attachments
45% increase in daily • Customized accounting entry generation, repair and
interactions
verification, incorporating customized urgencies and SLAs,
and bulk correspondence
41% increase in daily
service cases

Payment investigation system – Improved operational efficiency,

reduced operational risk
Significantly reduced case investigation time and brought operational efficiencies for
a Top 10 Global Bank

75% reduction in partner • Replaced legacy mainframe systems to handle Nostro

integration exceptions, Inbound/Outbound SWIFT and payment
exceptions
• PegaBANKING Smart Investigate (SI) solution framework
99% accommodation of to investigate, process and manage money transfer
exceptions
changes in one day – ready &
quick ingestion

Virtusa’s Pegasystems Based Engagements 4

Banking and Financial Services

Exception and investigation processing- Mitigated operational risk,

greater efficiencies
Enabled faster processing of payment messages for a Fortune 500 Bank

Enabled faster payments

processing • Customized and implemented PegaBANKING Smart
Investigate (SI) framework
• Automatic handling of receipt, processing of incoming
messages and sending of outbound correspondence
Enhanced customer in SWIFT
experience

Transaction and exception management- Improved efficiency,

enhanced business agility
Mitigated operational risk and increased efficiencies for a Top 5 US Bank

Reduced manual exception

processing errors
Enhanced business agility
• Automated transaction and exception management
system
• Customized Smart Investigate (SI) framework,
automating transaction investigation and exception
processing

Customer Relationship Management (CRM) system – Improved

customer satisfaction
Next-gen CRM system using Pegasystems Customer Process Manager (CPM) for a Top 3
Global Payments Corp

20% reduction in average

call-handle time
10% in call-transfer rate
quick ingestion
Improved the first-time-
right call resolution rate
• Next-generation CRM system built on Pegasystems
Customer Process Manager (CPM) and integrated into
the client’s overall architectural landscape
• Localization feature, real time reports and analytics to
improve monitoring and identification of potential fraud
scenario using the custom application built on CRM

Virtusa’s Pegasystems Based Engagements 5

Banking and Financial Services

Client on-boarding process – Reduced cost, increased customer

acquisition
PRPC platform-based architecture and design approach to automate existing client on-
boarding for a Top 5 Global Clearing House

Three-fold improvement
in go-to-market time
• PRPC platform-based architecture and design approach
to automate existing client on-boarding process
Significant improvements in
scalability
• Reusability of the application across regions
• On premise software and hardware leveraging
SmartPaaS solution
Eliminated investment
costs

Global Case Management (GCM) solution – Increased operational

scale
Improved business scalability for Fortune 10 Global Bank with GCM platform on PRPC
& Smart Dispute Framework Top 10 Global Bank

Increased operational scale

• GCM platform on PRPC and Smart Dispute Framework
to consolidate all existing business processes across
markets, regions and communication channels
• Layered design enabling localization
Improved efficiency

Case and workflow management – Enabled marketing initiatives,

increased customer acquisition
Enhanced operational efficiencies for customer management for Top 15 European Bank

Enhanced customer experience • Comprehensive CRM solution enhancing operational

efficiencies in customer management activities and
launching marketing initiatives
• CPM (Customer Process Manager) and PRPC
(Chordiant) decision manager frameworks developed
30% Increase in scalability over a multi-year release program
& operational efficiencies

Virtusa’s Pegasystems Based Engagements 6

Banking and Financial Services

Brokerage operations – scaling customer onboarding

Enhanced enterprise on-boarding for a Top 20 Financial Broker Dealer Firm

30-40% faster turnaround • Comprehensive paperless office processing system

in account opening process
Higher cost savings and
improved efficiency
using PRPC functionalities relating to insurance,
annuities, account opening, mutual funds, check
deposit, cash processing, trading and stock movement
• Integration with 12 external systems
• Reusable sub-processes to handle review, research,
compliance and validation requirements

Loan origination platform Sallie Mae

Reduced total cost of ownership and improved business agility through scalable and
extensible business solution for a Top 3 Global Bank for Education loans.

Significant cost reduction

• Modern loan origination platform for private and
consumer lending offerings that replaced existing
system
• New technology and architecture foundation
Higher scalability

Application maintenance and support

Improved the overall platform support for investigations and exception processing
services for a Fortune 500 Corpp

Faster issue resolution

• Improved production support for global system issues

and resolutions

Increased operational efficiency

Virtusa’s Pegasystems Based Engagements 7

Insurance

Virtusa’s Pegasystems Based Engagements 8

Insurance

Claims management system – substantial increase in global

operational efficiency
Improved efficiency of the claims process by 30% for one of the world’s largest
multiline property and casualty insurers

30% time reduction in claims

handling
• Assessed existing claims processing system, completed
3% indemnity savings development of all functional requirements
• Integrated with multiple internal/external systems
Reduced fraud & litigation
of claims

Claims intake and maintenance – increased cost take out and simplify
operational complexities
Improved efficiency and reduced claims costs with claims process automation for Top 3
Global Life Insurer

Enhanced decision making

• Seamless document management integration (Filenet

Reduced claims costs & Payment gateway
• Claims process automation with PRPC unified platform
Reduced fraud & litigation
of claims

Claims recovery system – reduction in financial risks and improved

cost efficiencies
Completely automated salvage recovery solution with PRPC for a Top 5 Global
Insurance Corp

Reduced errors in claims • Automated claims recovery system

processing
Lowered processing cost
Increased responsiveness
• Consolidated multiple systems currently used for claims
recovery into a single unified system
• Integrated existing claims processing system with core
applications
• Replaced existing legacy application with a completely
automated salvage recovery solution using the PRPC
platform

Virtusa’s Pegasystems Based Engagements 9

Insurance

Global claims processing – scaling operational efficiency

Straight-through Processing (STP) for high frequency, low-complexity claims for a
leading insurance and financial services organization

20% - 30% reduction

in claim handling cycle time
Higher security and better
compliance
• Global and region-specific security and data privacy &
regulations compliance ensured
• Global solution for claims intake, adjudication and
management globally

Policy management and admin system – Greater operational benefits,

lower TCO
Extensible situational model for a Top 10 Global Insurance Corp

• Successful implementation of PRPC CPMi based quote and

Higher operational efficiency sales process in a record five months’ time-frame
• PRPC CPMi framework to cater to complex, multi-channel
(web, branch, and phone) quote/ sales process
• Core claims application using Pegasystems Customer
Process Manager framework for Insurance (CPMi). The
Significant cost reduction application served as a foundation layer for the claims
application to be deployed across countries

Property casualty operations – Reduced cost, re-engineered error

prone processes
Highly customizable PRPC system for a Fortune 50 Company

Reduced costs
• Highly customizable across different geographies and
product lines
• Productized approach with maximum reuse of rule sets
across insurance products and countries
• Collaboration to educate customer groups and
Increased efficiency business analysts to maximize usage of built-in PRPC
product features

Virtusa’s Pegasystems Based Engagements 10

Insurance

Quote and booking management system – Significant operational

efficiency
Comprehensive streamlined quoting & booking management system for a Top 5 Global
Insurance Provider

Improved operational efficiency

Enhanced customer experience
Effective policy management
• Data consistency leveraging PRPC expertise
• Redesigned architecture with PRPC
• Additional functionality to manage policies at the
portfolio level
• Architectural enhancements to ensure data consistency

Policy management and admin system for European leader in

banking & financials
Improved business functionality and efficiency

Enhanced productivity
• Robust policy management and administrative system
leveraging Pega IIF
• Comprehensive functionality with core rule set
applicable across different countries
Increased business efficiency

Retirement services for Fortune 50 financial services firm

Reduced time-to-market, enhanced quality deliverables

Enhanced scalability • Successful implementation of PRPC based solution,

addressed challenges in scalability and compliance of
existing legacy systems
• Virtusa’s Accelerated Solution Model in consulting
ensured faster solution development and resulted in
30% reduction in quicker time-to-market
Time-to-Market

Virtusa’s Pegasystems Based Engagements 11

Healthcare

Virtusa’s Pegasystems Based Engagements 12

Healthcare

Customer relationship management platform – Reduced op expenses,

Enhanced customer satisfaction
Surged contact center productivity & slashed op costs for Top 10 Non Profit Health
Insurer

Increased contact center

productivity

Significant reduction in
• Enterprise-wide CRM program leveraging PRPC CPM
operational costs • Virtusa unique ASD for accelerated delivery through
unique design and development

Accelerated delivery

Claims management – Driving business agility & reduced costs

Significant cost benefits and improved business agility for a Top 5 MNEA Insurer

Significant cost benefits

• Intuitive web interface leveraging PRPC & healthcare

payer industry framework for paper claims submission
Improved business agility
• Single-point solution to process multiple claim types for
streamlined claims entry

Faster payments processing

Patient self-assessment solution – Significant time savings with

process automation
Reduced clinician time for assessment & automated post-surgery assessment for a Top
10 Health Insurer and Technology provider

Reduced clinician time for

assessment

• Pre-surgery patient medical history capture application

• OOB PRPC suite features to manage business processes
Enhanced patient experience

Virtusa’s Pegasystems Based Engagements 13

Healthcare

Compliance monitoring system – Risk mitigation & compliance

ensured
Real-time maintenance of compliance standards for Fortune 250 healthcare delivery
system provider

Real-time maintenance of
compliance standards
Better risk mitigation
• Audit planning & execution, exception tracking
• Automated the existing manual system
• Pegasystems solution framework for Control &
Compliance to address compliance guidelines of
Sarbanes-Oxley

Home monitoring platform – improved efficiency, service quality

Next-gen home-monitoring platform for a Top 5 Global Medical Device Corp

Increased efficiency
• Next generation ‘Home monitoring’ platform (hospital to
home connection) on PRPC
• Communication channels including (CTI) to deliver
seamless services in Japan and US
Enhanced patient experience

Disease management system – healthier life, slashed insurance costs

Seamless care management system for a Top 10 US health solutions provider

Significant cost reduction • Application built on PRPC for process automation

Enhanced patient experience
Enhanced patient experience
• Case management and document management
capabilities
• Communication channels including (CTI) to deliver
seamless services in Japan and US
• Capabilities spanning disease management, enrollment,
device management, portal and women and child
healthcare features

Virtusa’s Pegasystems Based Engagements 14

Healthcare

Capital Expenditure Request (CER) system – Enhanced workflow,

faster approvals
Streamlined workflow process for one of the Top 20 health care delivery systems

Improved efficiency
• Standardized the Capital Expenditure Request (CER)
system from the existing environment to the client’s
Business Process Management (BPM) environment on
Smarter decision making PRPC
• Facilitated requisition, review, and approval of
previously budgeted and approved capital dollars
Accelerated delivery

Virtusa’s Pegasystems Based Engagements 15

Diversified

Virtusa’s Pegasystems Based Engagements 16

Diversified

Consumer product warranty services – Expediting approvals,

centralizing ops
Disaster recovery application built on PRPC for a Top 100 US Private Corp

Streamlined operations
• Disaster recovery application built on PRPC to capture
all client requests for disaster recovery assistance
• Automation of manual processes
• Ability to respond to clients effectively using job
Better customer experience customer manager application

Customer experience management – Driving processes towards

experience excellence
Compliments and complaints management solution with Virtusa’s Pega CPM for a Top
25 Global Cruise Liner

Enhanced customer experience
~ 50% savings in training
cost & time
Significant reduction in
response time
• Quicker & more consistent case resolution (SLA-based)
• 360 degree guest view with effective capture of guest
compliments and complaints
• New guests services platform on Pegasystems CPM
platform to manage customer feedback
• Inbound email and scan file interactions features for
automatic routing of tasks

Vendor relationship management – Superior customer services with

enhanced data analysis capabilities
Fortune 500 home insurance services firm excels in superior customer service with
web-based Pega CPM solution for a Fortune 500 Corp

60% higher SLA adherence

• Newly built web-based Pega CPM solution
• Built in SLAs for increased responsiveness to service
Superior customer service requests
• In-built reporting capability to identify the operational
areas with scope for improvement
Improved data analysis &
decision making

Virtusa’s Pegasystems Based Engagements 17

Diversified

Compliance monitoring system – Risk mitigation & compliance

ensured
End-to-end case management enhances operational outcomes and speeds up case
resolution for a Top 15 European Law Firm

• Automated bulk printing of letters, case re-assignment

Enhanced operational outcomes and template management
• ~40 more visibility into workflow status, fee earner/call
handler work allocation
• Robust reporting capabilities leveraging tools to gain
visibility into workflow status, fee earner/call handler
Speedier case resolution work allocation, etc.
• Minimal IT support for process and document changes

Case management – Substantial cost and time savings

American judiciary house streamlines processes of 6.5M cases annually with Virtusa’s
Pega solution

Savings of
~13,200 man hours
and ~ $3,696,000
• State-wide modernization to all areas of the courts’
municipal systems
• Automation of Ticket and Complaint entry system
ROI: 5480 hours • Platform uprgade from Pega 6.3 to Pega 7.1
per system

Consumer product warranty services – Increased visibility, enhanced

client satisfaction
Comprehensive PRPC application to model all client interactions for a Top 100 US
Private Corp

Improved efficiency
• Extended client’s existing software systems and
applications
Increased profitability of client
contracts • Modeled processes on PRPC platform, enabling one
of their divisions to build accountability across the
organization
Enhanced client satisfaction
and retention

Virtusa’s Pegasystems Based Engagements 18

Diversified

Case management – Improved business operations, Standardized

processes
World class case management solution management for ConEdison

• Automated bulk printing of letters, case re-assignment

Improved cost controls
Higher operating efficiency
and template management
• Addresses all customer job requests and relationship
management activities required by energy services
• Visibility into case status
• Automated alerts
• Intelligent case routing
• Integrated with Logica work order management system

Virtusa’s Pegasystems Based Engagements 19

About Virtusa
Virtusa Corporation (NASDAQ GS: VRTU) is a global provider of information technology (IT) consulting and outsourcing services that
accelerate outcomes for businesses in banking, insurance, healthcare, telecommunications, technology, and media & entertainment.
Virtusa’s outsourcing solutions enable businesses to improve operational efficiency and reduce IT costs. Virtusa’s digital transformation
solutions empower clients to accelerate revenue growth and reimagine the customer experience.
Through the acquisition of a majority interest in Polaris Consulting Services Ltd. in March 2016, Virtusa has created a robust platform
to provide end-to-end solutions and services in banking and financial services, strengthening its positioning as a top, global FinTech
services provider. Virtusa Corporation is headquartered in Massachusetts and has 50 offices across North America, Europe and Asia.
Polaris Consulting & Services, Ltd. is a subsidiary of Virtusa Corporation. Copyright © 2017 Virtusa Corporation. All Rights Reserved.

For more information write to: salesinquiries@virtusa.com

www.virtusa.com