Case Study: Google achieves 10x faster service ticket processing with Pegasystems

Google improves service ticket processing times by 10x

Google’s Global Networking team needed to speed up its end-to-end dispatch request process and reduce manual work across a complex mix of legacy systems, websites, and apps. To support its “do stuff faster” initiative, Google partnered with Pegasystems and used Pega Platform as part of Project Moose to improve service ticket handling.

Pegasystems implemented a low-code workflow management solution with a user-defined rules engine and automation tools to route requests based on capability and availability. With Pegasystems’ solution, Google automated 80% of ticket volume, improved ticket transaction cycle time by 10x, and increased data accuracy, freeing engineers to focus on more complex work.

Google

Eddie Dinh

Technical Program Manager