Story
Pega
Restoration HardwareRestoration Hardware Uses Pega Customer Service for Repetitive Desktop Work
Restoration Hardware, 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 |
|---|---|
| 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 Restoration Hardware, 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.
Restoration Hardware 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 Restoration Hardware 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.
