Case Study: Retail Warranty Provider achieves 3X faster development and 60% faster onboarding with Pegasystems

Retail warranty provider increases sales with award-winning service

A national retail warranty provider faced a tight 90-day deadline to deliver a new, seamless, branded contact-center desktop to support a major retailer without disrupting service to existing contracts. The solution had to integrate multiple customer and contract data sources, preserve CSRs’ familiar interface to maintain efficiency, and be easy to repeat for future clients.

The company chose Pega Customer Process Manager and Pega Case Management and went live in 70 days with a four-person IT team. The deployment now supports all retail clients across seven national contact centers, delivered development 3× faster with a 65% reduction in developer resources versus Oracle, cut new‑client onboarding by more than 60%, and won an industry award for best use of technology in customer service.