Story
Pega
American Express GBTPega Supports Shared Services at American Express GBT
American Express GBT, an industrials organization in the United States, uses Pega Platform 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 |
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Pega Platform is the governed place HR, facilities, and finance ops use for shared services |
Story
American Express GBT grew employee requests faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. HR, facilities, and finance ops were the ones stitching the picture together by hand.
Rolling out Pega Platform put shared services on Pega. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. American Express GBT keeps the product in the path where work already happens, so HR, facilities, and finance ops do not context-switch into a graveyard system used only for audits.
The visible result is steadier shared services. Employee requests is easier to inspect, and adjacent groups can join HR, facilities, and finance ops without a guided tour of someone's desktop.
