Story
Pega
Mayo ClinicMayo Clinic Brings Employee Requests onto Pega
Mayo Clinic, a health care organization in the United States, uses Pega Customer Service from Pega to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Capability | Shared services stays visible to adjacent teams through Pega Customer Service |
| Capability | HR, facilities, and finance ops work from the same Pega Customer Service record for employee requests |
| Capability | Employee requests can be reviewed without waiting on a personal export |
Story
Health Care work at Mayo Clinic 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 Service) 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. Mayo Clinic 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 The story is about operating change, not an unpublished percentage.
