Scotiabank embarked on a quest to redesign customer experience after realizing the limits of their legacy technology and approaches. With the goal of building stronger trust and confidence in their services, Scotiabank needed to understand their customers better in order to provide them with more relevant and timely advice as well as personalized experiences.
To support consistent and effective business automation and customer experience capabilities, Rules Cube has built several functionalities to deploy Pega Platform at Scotiabank. The different solutions implemented were designed to optimize sales and service by streamlining and automating internal processes. The main components delivered by our team included a Customer 360 View, Sales & Service Platforms, and Business Automation Use Cases.
By adopting an agile methodology, Rules Cube delivered a systemized and operational analytical ecosystem that seamlessly automated business processes to provide a flawless service and sales experience. Using Pega platform’s AI capabilities, we enabled continuous improvements in making meaningful service suggestions and creating tailored offers based on customer profiles. These functionalities were key part of Scotiabank’s Digital Transformation initiative, which drastically improved ROI and customer engagement in different channels.
With the goal of providing our clients the necessary strategic and innovative end to end digital transformation, we at Rules Cube help organizations implement better strategies, processes, and tools to improve a variety of functional areas.
Rules Cube implemented a Servicing and Complaint management platform for a major Canadian Financial Institution with more than 60,000 users. Our team seamlessly integrated the Pega platform with the client’s legacy case management software and back-end systems to solve customer issues in real-time.
Rules Cube implemented several platforms enabling the collection and handling of customer information and due diligence to ensure clients remain in compliance with regulations and local laws including FATCA (Foreign Account Tax Compliance Act) and CRS (Common Reporting Standard).
Credit Card Processes
Rules Cube implemented a platform for a major credit card issuing client with full integration to all Total System Services (TSYS) back-end systems and credit card processing services. Using Pega Smart Dispute Platfrom, Rules Cube has enabled the client to process transaction disputes based on Mastercard and Visa rules.
Rules Cube implemented an enterprise platform for a major client to onboard retail and small business customers through different channels: Branch, Online, Contact Center. Our solution was designed in Pega Platform to deliver automated and intuitive account opening experiences, which also improved operational efficiency.
One of our major transformational projects is the delivery of a global contact center for the third largest Canadian bank spanning across Canada, Peru, and Mexico. This implementation was built in Pega Customer Service using the Situational Layer Cake approach to create a platform across multiple contact centers and different countries.
Rules Cube has expertly built reusable enterprise components that can be shared among different applications in the organization for several projects. For example, we have experience with Pega’s: Federated Case Management – to enable remote case execution; WorkHub – to create a single point of access; Single Sign-on – to authenticate user login.
Don’t take our word for it – here’s what our clients say:
Rules Cube was contracted to lead the development for the Agent Desktop application in 2017 (Day 2 initiative), used by the Ottawa Contact center for the ICE portfolio. They had previously been engaged in 2016 to convert/rebuild the application from Pegaworks to PRPC platform, as part of the ICE conversion from JP Morgan Chase. This conversion was recognized by leaders within the bank for its success, thanks largely to the leadership provided by Rules Cube during the development phase. Through this initiative, they solidified their credentials as strong contenders in the market and as a supplier with a strong and knowledgeable Pega skilled workforce. I have worked with Rules cube for over a year now, and can attest to their high level of professionalism, work ethics and collaboration to get the work done to our utmost satisfaction. In fact, I have been extremely satisfied with the accountability and attitude of the Rules Cube resources on our project. They have addressed conflicts and issues in a proactive manner, and shown consistency in their deliverables each time. During the terms of the contract, Rules Cube has demonstrated their willingness to be flexible and ability to remove barriers along the way. Their desire to get the job done and meet our common goals is noteworthy. With regards to the above, I highly recommend this vendor for future opportunities.
In 2019, I had the opportunity to work directly and closely with this vendor on a corporate transformational initiative. Rules Cube took responsibility for its deliverables and helped us plan for the future, ensuring we were building a solution for the long term and not only the short term. We highly appreciated the transparency and work ethic Rules Cube has shown when collaborating with us. Throughout the project, the team had meticulous troubleshooting skills and was able to overcome any obstacles. Rules Cube’s delivery approach for our Pega implementation was highly successful and generated substantial efficiencies across our lines of business. Additionally, we were able to develop internal Pega skills by taking part in a tailored mentorship program that Rules Cube designed to promote our self-sufficiency moving forward. Therefore, I would highly recommend Rules Cube as a vendor for digital transformation journeys with Pega platform.