Story
Pega
Sony MusicSony Music Uses Pega Customer Service for IT Service Requests
Sony Music, a communication services organization in the United States, uses Pega Customer Service from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Pega Customer Service |
| Capability | IT and employees work from the same Pega Customer Service record for IT service requests |
Story
Communication Services work at Sony Music spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
Pega (Pega Customer Service) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. Sony Music uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
