Case Study: Giant Flooring Manufacturer achieves real-time order visibility and faster, more reliable deliveries with Pegasystems' CX Command Center

Giant flooring manufacturer preempts customer impacting events

This Fortune 500 flooring manufacturer, which produces both soft and hard surface flooring, faced reporting blind spots because limited communication with external carriers left customers and service teams without reliable order visibility. Customers now expect Amazon‑style tracking, and the company was spending 30–40% of customer service time just trying to find order status information.

Pega implemented a digital process automation solution—its CX Command Center—using a business rules engine, robotic automation, AI, and predictive analytics to create an end‑to‑end view of orders and automate decision‑making. The result: real‑time order status for customers, carriers, and employees, faster deliveries without heroics, reduced manual effort, more consistent customer experiences, and stronger, more sustainable brand value.