Case Study

Safelite: Delivering Superior Customer Service

Pega’s unique, adaptable mobile platform has enabled Safelite to achieve their objectives by combining out-of-the-box field service functionality with the ability to adapt and evolve to meet their future needs. “The mobile world doesn’t wait,” says Ghani. “Through the course of this project, we’ve replaced three very different handheld devices and made a number of changes in the back office. With Pega, our code worked flawlessly and we made the changes very quickly. With another application, these would’ve been major re-writes. Every time we make changes and the system performs, I know we made the right decision choosing Pega. They have really been there for us.”

  • Additional results from the mobile initiative include:  
  • A paperless field service environment 
  • Real-time information flow and reduced administrative costs through faster work order processing
  • Fewer rescheduled customer calls
  • Increased employee satisfaction and retention


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