Story
Pega
VattenfallVattenfall Uses Pega Customer Service for IT Service Requests
Vattenfall, a utilities organization in Sweden, uses Pega Customer Service from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT and employees work from the same Pega Customer Service record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
Story
Inside Vattenfall, IT service management used to depend on whoever still had the latest file. That pattern is common in utilities groups working out of Sweden. IT and employees needed a system that would still make sense after the original project team moved on.
Vattenfall uses Pega Customer Service from Pega as the working layer for IT service requests. 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: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Vattenfall gets from Pega is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
