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Case Study

Extended warranty provider improves productivity 42%

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This extended warranty provider delivers a unique branded service experience to OEM and retail customers through multiple channels and across the globe.

However, each time a new client or offering was added, the code base had to be replicated and modified, resulting in unsustainable maintenance costs. Transactions were handled manually by the Customer Service Representative (CSR), which impacted productivity, training costs, and service consistency.

The company turned to Pega for an automated system to save money and improve operational efficiency.


Industry: Manufacturing Product Area: Customer Service Solution Area: Customer Service Topic: Customer Service Topic: Operational Excellence

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