Story
Pega
Yum BrandsYum Brands Uses Pega Customer Service for Repetitive Desktop Work
Yum Brands, 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 | Fewer stalled items because repetitive desktop work has a clear owner |
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how back-office automation actually runs |
Story
Consumer Discretionary work at Yum Brands spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation 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. Yum Brands uses it as the system of record for repetitive desktop work, with operations analysts 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 The story is about operating change, not an unpublished percentage.
