PGB Implements Smart Digital Processes

Established in 1953 by employees and employers in the graphic arts industry, pension fund PGB is one of the ten largest pension providers in the Netherlands with 330,000 customers and an invested capital of over €30 billion.

PGB strives to provide the best experiences to its customers and is constantly looking to ensure its processes and supporting infrastructure are optimised to meet this goal.

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 solution

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 result

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