To improve the customer experience for their loan account customers, a large financial institution turned to EvonSys for help. The purpose was to bridge the time gap between a legacy mainframe system and modern customer experience channels, ensuring that all customers receive the information they need regarding their OTP transactions in a timely and efficient manner.

Utilizing PEGA and mainframe synchronization, the EvonSys team created data persistence within PEGA that mirrored the changes in the mainframe system. This enabled OTP transactions to be stored and displayed during the timeframe when they would have otherwise disappeared. The solution was launched in Q1 2023, resulting in increased customer satisfaction levels across all channels. The benefits of this project are now available to all customers.