GM has over 12 million connected vehicles on the road – 3 times the entire auto industry combined. The company provides 24/7, 365-day-per-year support to more than 7 million active OnStar subscribers. These drivers are used to near instantaneous responses from text, email, and social media in their “real lives,” but they weren’t getting that from OnStar. GM’s slow response times were costing customer goodwill and millions in lost subscription conversions and renewals. GM turned to Pega for an automated decisioning solution to streamline OnStar operations and serve subscribers faster, across multiple channels.
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