Case Study: Sainsbury's achieves omni-channel customer service and £5M cost recovery with Pegasystems

Sainsbury's streamlines customer complaints and enquiries across multiple brands

Sainsbury’s, the UK supermarket retailer, needed a better way to manage customer complaints and enquiries across stores, contact centers, and multiple brands. Disconnected systems left agents without a full view of customer history, forcing them to switch between screens and slowing resolution; the company turned to Pegasystems and Pega Customer Service to address the issue.

Pegasystems implemented a case management solution on Pega Cloud that gave Sainsbury’s a 360-degree view of each customer and streamlined service across more than 1,400 locations. The result was about 2 million cases handled annually, around £5 million recovered each year, over 40,000 employee hours saved, and a 45% reduction in maintenance and support costs.

Sainsbury's

Sudip Kumar

Principal Architect