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Case Study

Google builds a solid foundation to scale quickly across Alphabet

  • Expanded from one use case to 17 unique case flows across five business apps
  • 75% automation of vendor portal interactions via Pega RPA
  • 57% reduction in repair process delays

“Pega [is] the most 'Google-y' third-party platform at Google.”

The Business Issue

With an extensive portfolio of cutting-edge products and services, Google's internal processes and operations are constantly evolving to meet the demands of a changing world. The company recognized the need to optimize processes and drive efficiency to empower employees and measurably accelerate transformation – ultimately better serving customers both internally and externally.

But Google's mission to organize the world's information and make it universally accessible and useful demands robust privacy, security, and accessibility measures across all solutions. And getting employees to trust a third-party platform to automate business-critical workflows was no easy feat.

In addition, Google's vast and ever-expanding portfolio of tools required seamless integrations while addressing UI/UX, security, privacy, and accessibility requirements.

The Solution

Google’s initial network solution focused on creating the ability to measure, analyze, design, and build processes for field services and repair.

Google's Corporate Journey Orchestration team then embarked on a mission to accelerate the transformation of business-critical processes within Alphabet, Google's parent company. The team’s early success with Pega as a workflow automation platform ignited the desire to scale their initiatives further.

Google launched Pega Cloud® on the Google Cloud Platform (GCP) – by integrating Pega's low-code platform with Google's tools, including natural language processing, machine learning, and computer vision. Google also drove a center of excellence to define solutions and methodologies to deliver across all services, enabling 24/7 support with the developer owning the roadmap. It paved the way for innovative use cases, such as the integration between BigQuery and Pega Customer Decision Hub™ for marketing analytics and healthcare claims preauthorization.

Google then extended Pega's app store concept and introduced a sandbox environment, allowing other Google teams to build and experiment with their solutions. This approach ensured faster adoption of the platform and alignment with Google's key values.

The Results

  • Expanded from one use case to 17 unique case flows across five distinct business applications
  • 100,000 transactions handled annually across 4,000 Google Network sites worldwide
  • 90% reduction in end-to-end processing time for network site access permissions
  • 75% automation of vendor portal interactions via Pega Robotic Process Automation
  • 57% reduction in repair process delays

By using Pega's flexibility, the company created a user interface that successfully adopted Google's material design principles, delivering a cohesive and user-friendly experience.

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Desafío: Excelencia operativa Industry: Proveedores de servicios de comunicaciones Área de producto: Plataforma
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