Case Study

Dell EMC: Using decisioning to power transformation at work

  • Eliminated case “cherry picking”

  • Increased collaborative resolution of complex issues

  • Made changes to routing decisions in under 24 hours

"Pega allows our best agents to get off mundane tasks and focus on value added services. Our most skilled resources are solving our most complex cases."

Vishwadeep Chawla Sr. Manager – Service Strategy, Dell EMC

The Business Issue

Dell EMC’s 30,000 full-time support agents work in 52 countries across the globe. Despite this huge workforce, the company didn’t have an efficient process to connect customers to the right agent. Service requests went into queues where agents could pick and choose which cases they worked, resulting in the following issues:

  • Agents avoided complex cases
  • Agents’ skills and skill levels weren’t factored into routing, so customers weren’t being connected to agents with the appropriate expertise
  • Significant manual oversight was required to ensure that all transactions were assigned and SLAs were met

In addition, because the queue system was built on legacy technology, Dell EMC anticipated difficulty in scaling up for future customer service needs.

The Solution

Dell EMC uses Pega Customer Service™ and the Customer Decision Hub™ to drive their intelligent routing program – allowing them to transform from providing reactive and transactional service to delivering proactive and predictive solutions.

With the intelligent routing program, new service requests from any channel (web, call center, social, etc.) are intelligently routed to agents based on availability and skill set, allowing the company to optimize each interaction for their customers.

Built atop a maze of legacy technology, Pega’s out-of-the-box features allowed Dell EMC to move quickly with deployment of the solution – building a proof of concept in two months and adding additional business units to the routing program every two weeks after a pilot period.

The Results

With Pega, Dell EMC’s agents are more productive and have significantly improved the customer experience. Results include:

  • 98% of intelligently routed cases meet SLA
  • 16.5% increase in completed cases per day
  • Complete solution built in 10 months

Related Resources

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Tags

  • Industry: Manufacturing
  • Product Area: Pega Customer Service
  • Challenge: Customer Service
  • Topic: Decision Management