Case Study: Leading U.S. Auto Manufacturer achieves streamlined global subscriber experience and $33M annual revenue gain with Pegasystems

Leading U.S. Auto Manufacturer - Customer Case Study

A top U.S. automaker with more than seven million subscription customers faced rising complexity as new 4G LTE‑enabled vehicles introduced many more products and services. Legacy systems were costly to maintain, advisor tools were hard to use, and slow, single‑channel decisioning hurt renewals—prompting the company to seek a next‑generation, global platform that could deliver consistent experiences across contact center, web, mobile and in‑car channels.

The company deployed Pega’s out‑of‑the‑box Customer Decision Hub—using visual discovery, predictive and adaptive analytics, and unified decision arbitration—to centralize call routing and drive next‑best actions across all channels. With a focused delivery model and real‑time updates, the automaker saw 1.5% higher subscriber retention in the first six weeks, a projected $33 million annual revenue gain, and the ability to make on‑the‑fly changes rather than only quarterly or semiannual releases.