Case Study: EDF achieves a 57% increase in upsell with Pegasystems

Électricité de France increases upsell with Pega

EDF, the French utility company, needed to respond to rising competition by retaining customers, attracting new prospects, and increasing the value of each customer. Its aging CRM and legacy call-center applications were not designed for seamless prospect management or omnichannel journeys, so EDF turned to Pegasystems and its Pega platform to modernize the experience.

Pegasystems implemented Pega Customer Decision Hub for outbound marketing and Pega Customer Service for a unified, AI-guided service environment. The solution enabled personalized offers, bundled products, and smoother customer/prospect journeys, helping EDF deliver an MVP in just four months, support 5,000 CSRs, generate 37,000 personalized quotes per day, and achieve a 57% increase in upsell of services.

EDF

Oliver Jehl

IT Director