• Client
    PGB
  • Location
    Netherlands
  • Scope
    Improve efficiency and customer experiences with a more modern IT infrastructure
  • Solution
    Redesigned business processes, new technology and a KPI framework

The Challenge

A modern approach to IT

As part of a modernisation initiative, PGB wanted to bring new levels of efficiency to its internal processes, while simultaneously providing better services to its large customer base.

To do this, the company would have to reconfigure its IT landscape, placing smart, digital processes at the heart of operations.

The Approach

A complete process redesign

Working with Novius, a company of Royal HaskoningDHV, PGB was able to translate this strategic challenge into a redesign of its existing processes supported by new technology that would bring high levels of automation to the company’s operations.

We began by helping PGB to standardise its business processes and digitalise all ingoing and outgoing correspondence. We then implemented a combination of case management, business rules software and a pension administration solution to ensure a better employee and customer experience.

The Impact

Automation, efficiency and satisfaction

With its new, highly automated processes, PGB pension services is now able to work with far greater efficiency, and has the infrastructure in place to support any future ambitions.

In addition, we delivered a KPI framework to help PGB focus its efforts on ongoing efficiency improvements, delivering better services and enhancing customer satisfaction.