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.
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.
