Case Study: Global Manufacturer modernizes dealer technical assistance and cuts ticket handling time with Pegasystems

Global manufacturer modernizes dealer technical assistance with Pega

A global manufacturer of agricultural and construction equipment had been stuck with a 1990s-era, orphaned dealer support system for 15 years that couldn’t be upgraded, expanded or made mobile, causing slow, error-prone call handling and misrouted cases across its dealer technical assistance organization.

The company implemented Pega’s Customer Contact Management System to standardize ticket workflows, automate caller verification, attach product and technical data, and enable dealers to log cases (including offline mobile entry). The result was faster, more accurate case handling, elimination of callback loops, rapid rollout of new features for parts, service and activations, and improved routing to subject-matter experts.