Story
Pega
WPPWPP Brings Repetitive Desktop Work onto Pega
WPP, a communication services organization in the United Kingdom, uses Pega Customer Service from Pega to support back-office automation for operations analysts.
Pega Customer Service sits in the daily path at WPP, especially for operations analysts.
“That pattern is common in communication services groups working out of the United Kingdom.”
“Operations analysts needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because repetitive desktop work has a clear owner |
| Risk and compliance | Pega Customer Service is the governed place operations analysts use for back-office automation |
| Capability | New joiners can see how back-office automation actually runs |
Story
Inside WPP, back-office automation used to depend on whoever still had the latest file. That pattern is common in communication services groups working out of the United Kingdom. Operations analysts needed a system that would still make sense after the original project team moved on.
WPP 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 WPP 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.
