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Case Study

SSCL achieves end to end visibility with Pega

  • Achieved end to end visibility of work across multiple channels to improve operational efficiency
  • Projected 60% reduction in query volume
  • 360-degree view of all communication is allowing support teams to more accurately prioritize tasks and perform triage

“This innovation is helping to make SSCL a great place to work, enabling our staff to really focus on providing a world class customer experience”.

The Business Issue

As a provider of shared services for over 20 government departments, from the Metropolitan Police to the Ministry of Defense, Shared Services Connected Ltd. (SSCL), provides support to nearly 600,000 public sector employees in a constantly evolving environment.

For years, SSCL relied on manual, resource-heavy processes to manage payroll, respond to queries, and oversee administrative tasks. But taking an age-old approach to handling 7 million transactions, 2.5 million calls, 2 million invoices, and £50 billion in annual payments soon became a complicated endeavor.

SSCL knew it needed a faster, more efficient strategy for ensuring the delivery of services, many of which UK citizens and businesses count on for quality of life, personal well-being, and positive business outcomes.

The Solution

To deliver on these objectives, SSCL deployed SSCL Service+. Based on Pega Customer Service technology, SSCL Service+ works by providing a streamlined process for tracking, managing, and resolving workplace queries while delivering end-to-end visibility of work across multiple channels. By doing so, the platform is not only helping SSCL improve operational efficiencies but also foster a more productive and engaged workforce.

Before, a lack of channel visibility and a consistent approach to routing email queries caused duplicate efforts among agents, missed service levels, and inconsistent responses. Now with Service+, agents have end to end visibility of work. Queries are properly routed and employees have a 360-degree view of all communication.

The Results

A holistic view of all communication across SSCL channels is allowing support teams to more accurately prioritize tasks and perform triage. For example, a payroll query may need to be answered more quickly than a financial query. Allowing teams to recognize and act on priority tasks is ultimately enabling better customer service.

More intelligently routing queries to the right support agent also provides more timely delivery of accurate information. As a result, SSCL expects to reduce query volume by 60%, while allowing workers to focus on more critical tasks rather than non-value-add activities.

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Industry: Government Product Area: Platform Solution Area: Enterprise Modernization Solution Area: Operational Excellence
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