Story
Pega
GladlyGladly Standardizes Employee Requests on Pega
Gladly, an information technology organization in the United States, uses Pega Customer Decision Hub from Pega to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Risk and compliance | Pega Customer Decision Hub is the governed place HR, facilities, and finance ops use for shared services |
| Capability | New joiners can see how shared services actually runs |
Story
Information Technology work at Gladly spans more than one site, even when headquarters sits in the United States. Employee requests was splitting across regional habits. HR, facilities, and finance ops asked for a shared way to run shared services without freezing local judgment.
Pega (Pega Customer Decision Hub) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. Gladly uses it as the system of record for employee requests, with HR, facilities, and finance ops as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
