DKB modernizes service processes with Pega’s low-code platform

Munich, March 05, 2024 — Deutsche Kreditbank AG (DKB) has extended its contract with Pegasystems Inc ahead of schedule. With Pegasystems' low-code Pega Platform™ and the Pega Constellation design system, the direct bank will design and automate over 15 service processes by the middle of the year. This improvement in efficiency significantly increases service quality and customer satisfaction. 

Five years ahead of schedule, DKB has extended its contract with Pegasystems, a leading provider of AI-based decisioning and workflow automation. The decisive factor was DKB's decision to optimize service processes with low-code technology and to implement selected end customer front ends for Internet banking with Pega and integrate them into native web banking. As DKB has already positive results with Pega in back-end automation of its service processes, the solution is now also being used to map end-to-end processes up to the front-end. The prescriptive design system Pega Constellation is used to design user interfaces and integrate them into workflows and portals, which enables a consistent customer experience across all channels.

The Pega Platform features - among other things - rapid low-code prototyping, high scalability through the reusability of patterns as well as end-to-end process management for a consistent customer experience and as an efficient basis for collaboration between IT and specialist departments. This means that service processes in online banking, such as transactions, onboarding, changes or deletions, can now be automated faster, easier and more customer-friendly without media breaks from the front-end to the back-end. If manual rework is necessary, this can be efficiently implemented by employees through user-friendly, guided case processing. DKB plans to sequentially map and launch over 15 of these processes by the middle of the year. 

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“DKB thinks and designs all processes from the customer's perspective,” explains Jochen Reinartz, Head of Delivery and Development for Customer Service at DKB. “That is why automated self-services with seamless connection to the back-end and a self-explanatory front-end are so important. Pega gives us the platform on which we can design and evolve these demanding customer journeys.”

“With its reusable modules, the Pega Platform accelerates our design-to-development process and improves the technical cooperation between IT and specialist departments,” says Wadim Titel, Head of DKB Customer Service Management. “This benefits both cost efficiency and time-to-market. Pega is helping us take an important step towards achieving our economic goals.”

“DKB trusted us for good reason - and we delivered,” explains Ileana Honigblum, Vice President Sales & Managing Director DACH at Pegasystems. “The early extension of the contract by DKB is an enormous vote of confidence and a great reference for the quality of our software and services.”