Story
Pega
TescoHow Tesco Runs Back-office Automation on Pega Customer Decision Hub
Tesco, a consumer staples organization in the United Kingdom, uses Pega Customer Decision Hub from Pega to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because repetitive desktop work has a clear owner |
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how back-office automation actually runs |
Story
Tesco is based in the United Kingdom and runs consumer staples operations at a scale where repetitive desktop work cannot live in side channels. Operations analysts were reconciling competing copies of the same work, which slowed back-office automation and hid who owned the next step.
The company runs back-office automation on Pega, with Pega Customer Decision Hub as the product operations analysts actually open. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. For Tesco, that means operations analysts can open one workflow, see repetitive desktop work, 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 repetitive desktop work.
