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Pega
British American TobaccoBritish American Tobacco Adopts Pega for Back-office Automation
British American Tobacco, a consumer staples organization in the United Kingdom, uses Pega Smart Claims from Pega to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
| Capability | Back-office automation stays visible to adjacent teams through Pega Smart Claims |
| Capability | Operations analysts work from the same Pega Smart Claims record for repetitive desktop work |
Story
Inside British American Tobacco, back-office automation used to depend on whoever still had the latest file. That pattern is common in consumer staples groups working out of the United Kingdom. Operations analysts needed a system that would still make sense after the original project team moved on.
British American Tobacco uses Pega Smart Claims from Pega as the working layer for repetitive desktop work. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. The practical change is simple: back-office automation has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What British American Tobacco gets from Pega is a durable place to run back-office automation and a way for operations analysts to see the same repetitive desktop work at the same time.
