Story
Pega@
Packaging Corporation of America
How Packaging Corporation of America Runs IT Service Management on Pega Customer Decision Hub
Packaging Corporation of America, a materials organization in the United States, uses Pega Customer Decision Hub from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Pega Customer Decision Hub |
| Capability | IT and employees work from the same Pega Customer Decision Hub record for IT service requests |
Story
Packaging Corporation of America is based in the United States and runs materials operations at a scale where IT service requests cannot live in side channels. IT and employees were reconciling competing copies of the same work, which slowed IT service management and hid who owned the next step.
The company runs IT service management on Pega, with Pega Customer Decision Hub as the product IT and employees actually open. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. For Packaging Corporation of America, that means IT and employees can open one workflow, see IT service requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for IT service requests.
