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Case Study

FedEx transforms enterprise case management with Pega

  • Needed an enterprise case management platform that could nimbly respond to customer needs
  • Utilized the Pega Platform as a part of its Scaled Agile Framework (SAFe) adoption
  • Retired several legacy platforms

“Our case enterprise business service is a dynamic case management ecosystem that was built using FedEx ingenuity and innovation using Pega's powerful core platform, SAFe methodology, and DevOps principles.”

The Business Issue

FedEx has been a disruptor and innovator in the transportation industry since its inception in 1971. Some of its success is due to its continuous work in improving its enterprise case management systems.

Like many organizations of its size, FedEx adopted a hierarchical organization structure for stability and economies of scale. While this hierarchical structure increased the stability and efficiency of the corporation, it inhibited its ability to nimbly respond to customer needs.

What the company needed was a way to maintain stability and the economies of scale while responding as a fast-moving, adaptive network of motivated individuals aligned to a common vision and focused on the needs of its customers.

The Solution

FedEx had a goal to implement a lean, agile DevOps at scale with a business architecture approach to building software. FedEx adopted the Scaled Agile Framework (SAFe) approach and Pega has been a vital part of FedEx’s SAFe program.

Pega’s platform supports incremental releases, and its low-code, declarative nature allows for quick learning cycles. Pega also easily integrates with FedEx’s internal monitoring, alerting, and lifecycle management tools.

The Results

FedEX has successfully retired many of its legacy enterprise systems by leveraging the combined synergies of SAFe, DevOps, and the Pega Platform. Now the company is looking forward to building robust software versioning, developing an interactive API catalog, and building more dynamic toggling within rule sets.

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