CNO Financial replaces 2,800 workflows with a unified solution

“We replaced four back-office systems that we used for workflow, claims, customer service, and the contact center functions – all with Pega. All in all we replaced about 2,800 workflows used to manage 140,000 cases a week.”

The Business Issue

CNO Financial Group is a mid-sized insurer marketed under three main brands: Bankers Life, Washington National, and Colonial Penn. Each sells a variety of life, health, and annuity products across multiple distribution channels.

All of CNO's customers, regardless of brand, are serviced by a shared back-office team. Additionally, the company’s complex IT system landscape has products being maintained on multiple platforms and systems of record.

This complexity all had a direct impact on customer service. Depending on a caller's needs, customer service representatives (CSRs) may need to use up to five different applications during a phone call – manually cutting and pasting information from one system to another. The training and ramp up time for new associates was also long.

To better serve its customers, CNO needed to transform its processes and tools.

The Solution

CNO Financial used Pega Customer Service™ for Insurance to build the basics of a phone interaction case, giving CSRs the ability to initiate an interaction, find the customer and policy information, and document and wrap up the call. As CNO built more functions in Pega, CSRs relied on legacy systems less and less.

With Pega, CNO has built two new features – automated call documentation to summarize all tasks completed during an interaction and e-signature integration that allows customers to review and sign forms digitally.

The Results

• Replaced 2,800 legacy workflows used to manage 140,000 cases a week
• Resolved customer issues more efficiently
• Improved customer experience with the availability of digital options like e-signature

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