Story
Pega
O'Reilly AutomotiveO'Reilly Automotive Adopts Pega for IT Service Management
O'Reilly Automotive, a consumer discretionary organization in the United States, uses Pega Smart Claims 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 Smart Claims |
| Capability | IT and employees work from the same Pega Smart Claims record for IT service requests |
Story
Inside O'Reilly Automotive, IT service management used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of the United States. IT and employees needed a system that would still make sense after the original project team moved on.
O'Reilly Automotive uses Pega Smart Claims from Pega as the working layer for IT service requests. 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: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What O'Reilly Automotive gets from Pega is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
