Story
Pega
TripadvisorTripadvisor Brings Repetitive Desktop Work onto Pega
Tripadvisor, a consumer discretionary organization in the United States, uses Pega Customer Service from Pega to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
| Capability | Back-office automation stays visible to adjacent teams through Pega Customer Service |
Story
Inside Tripadvisor, back-office automation used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of the United States. Operations analysts needed a system that would still make sense after the original project team moved on.
Tripadvisor uses Pega Customer Service from Pega as the working layer for repetitive desktop work. 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: back-office automation has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Tripadvisor gets from Pega is a durable place to run back-office automation and a way for operations analysts to see the same repetitive desktop work at the same time.
