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Pega
RHRH Uses Pega Customer Service for Repetitive Desktop Work
RH, a consumer discretionary organization in the United States, uses Pega Customer Service from Pega to support back-office automation for operations analysts.
A Pega Customer Service rollout at RH took back-office automation out of inboxes and into a named queue.
“Operations analysts needed a system that would still make sense after the original project team moved on.”
“Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| 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 RH, 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.
RH 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 RH 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.
