Case Study: Extended Warranty Provider achieves 42% productivity gain with Pegasystems

Extended warranty provider improves productivity 42%

An extended warranty provider that delivers branded service experiences for OEM and retail customers worldwide faced unsustainable maintenance and manual processing: each new client required code-base replication and bespoke interfaces, driving up costs, prolonging training and lowering service consistency. When the company won a large consumer goods contract, it needed to incorporate thousands of products, contracts and unique branded UIs without multiplying maintenance overhead.

The company deployed Pega Warranty on Pega Cloud using Situational Layer Cake to create a core, customizable platform with self‑service and multichannel capabilities; development moved from proof of concept to go‑live in four months. The solution reduced ad‑hoc processing and maintenance, sped client onboarding and improved CSR usability, delivering a 42% increase in productivity (completed‑on‑first‑call claims up 42%), 10–15% savings in CSR training costs and a 10–20% reduction in average handle time.