Skip to main content
close Search
Close search

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice


PegaWorld 2019: Increasing satisfaction and reducing cost with digital case management at Optus

When challenged to go live with a project in 90 days most development teams would panic - not the new agile squad at Optus, known as “On The Case”! They have Pega on their side. The cross-functional squad went live with “Digital Case Management”, a digital customer facing application that allows customers to raise a case directly online or in the Optus mobile app. The goal was to decrease the number of calls into the call centre, increase issue resolution stats and increase customer satisfaction, with the aim being to move more customers to the digital channel & decrease the cost to serve.

Using an Agile delivery model with Pega working with Optus side-by-side, the Optus team has been able to deliver in weeks what would have previously taken them 12 months or more.


Related Resources

PegaWorld iNspire 2021

Virtual Event

PegaWorld iNspire | May 4, 2021

We’re bringing you the most iNnovative tools, ideas, and success stories to get you up to speed – all in a convenient virtual format.

Learn more
Pega Infinity

Pega Infinity™

We’ve brought together customer engagement and digital process automation in one unified portfolio, powered by our visionary no-code platform.

Explore Pega Infinity