Creating the foundation for an omnichannel experience

PFA Pension is one of Denmark’s largest pension and insurance companies. It has almost 1,500 employees and serves more than 1.3 million customers.

Customer experience is everything. The pension provider wants its customers to feel they are part of a strong community that supports them in all aspects of life, whether that’s saving responsibly, planning for later-life events, promoting good health, or building a safe and sustainable society.

PFA wanted to futureproof their existing technology stack and deliver a superior, omnichannel customer experience with a headless DXP like Adobe Experience Manager.

Headless technology would help PFA Pension:

• Centralize content management and eliminate the inefficiencies of employees switching between multiple platforms.

• Deliver consistent, personalized experiences to customers regardless of their touchpoint.

• Fulfil ambitious digital innovation and growth goals.

• Meet their current and future digital needs, regardless of whatever end-user interfaces emerge.

As a Global Platinum Adobe Partner, Valtech was perfectly placed to help. Our team implemented Adobe AEM Sites and Forms to deliver content headlessly within PFA’s health claim app.

The new solution is centered around a single, complex adaptive form that dynamically adjusts based on user input. Instead of static fields, users interact with features like a virtual body diagram to indicate pain or injuries. Making a claim becomes an interactive experience.

AEM Sites and Forms also deliver a better back-end experience for PFA employees:

• Centralized management. Adobe Forms centralizes countless form submissions from this app and dozens of other.

• Seamless workflows. Previously, even small updates to form fields, instructions or images required a full mobile app release. Now, PFA can update form content and logic centrally, without developer involvement or app redeployments.

• Faster updates. Editors own form and content updates directly in the CMS, enabling faster iterations and reducing pressure on the mobile app development team.

• Future scalability. The new setup supports future reuse of form logic and components across other digital channels beyond the app.

PFA has created a strong omnichannel foundation leveraging the power of AEM to develop an interactive tool that positions them as a pension and insurance industry leader.

That gives them:

• Enhanced customer engagement. Our implementation empowers PFA to deliver personalized recommendations and interactive tools that significantly increase customer engagement and satisfaction.

• Streamlined operations. AEM Sites and Forms optimize PFA’s internal workflows to enhance efficiencies and reduce operational costs.

• Data-driven insights. PFA can leverage Adobe’s analytics capabilities to get key insights into customer behavior and market trends.