Case Study: Shared Services Connected Ltd. achieves end-to-end visibility and workflow automation with Pegasystems

Shared Services Connected optimizes processes, increases visibility with workflow automation

Shared Services Connected Ltd. (SSCL) needed to streamline complex workplace and finance processes across more than 23 U.K. government departments while improving visibility and reducing manual effort. The company was already using Pegasystems’ Pega Customer Service technology through its SSCL Service+ platform, but wanted to further automate receipting, order-to-cash, and overpayment handling.

Working with Pegasystems, SSCL built an end-to-end receipting and case management platform using Pega Robotic Process Automation and its CRM capabilities. The solution automatically acknowledged 70% of receipts on day one, cut manual work by tens of thousands of hours per year, and reduced overpayment notification time from six weeks to just a few days. Pegasystems also helped SSCL give agents, HR, and finance teams full visibility of customers and repayment plans, while early deployment showed 1,000 overpayment cases calculated in a single day.

Shared Services Connected Ltd.

Graham Cockroft

Director of Innovation and Digital Transformation