Case Study: OnStar achieves $33 million annual revenue boost with Pegasystems

GM delivers exceptional experiences, one decision at a time

OnStar, GM’s connected-vehicle service, needed to improve slow response times across its decentralized systems and better serve millions of subscribers through channels like call centers, mobile apps, and outbound messaging. The delays were hurting customer satisfaction and costing GM subscription renewals and conversions, so OnStar turned to Pegasystems and its Pega Customer Decision Hub™ for help.

Pegasystems implemented an automated, rules-driven decisioning hub that unified OnStar’s systems and delivered real-time next-best-action recommendations to advisors and channels across the business. The solution now supports over 1 million decisions per hour, integrates 10+ channels, and helped drive a $33 million annual revenue boost while improving service speed, retention, and sales and service satisfaction.

OnStar