Case Study: Global Shipping Leader achieves 40% faster post-merger issue resolution with Pegasystems' Pega Case Management

Shipping leader overcomes merger-related service challenges

A leading shipping company that had just completed an acquisition needed to integrate processes across more than 20 functional and geographic teams and gain holistic, real-time visibility into data and transactions across its vast logistics networks to ensure a successful merger and maintain customer service levels.

The company deployed Pega Case Management on the Pega Platform to unify rules, processes and case management, integrate with mainframe and Salesforce systems, and provide auto-generated auditing. The cross-functional solution delivered a 40% reduction in estimated post-merger resolution time (avoiding an increase from 1.5 to 2.5 days), brought core functionality live in 90 days, achieved 98% adherence to delivery goals, and will be expanded as Case Management as a Service to modernize legacy systems with reusable case components.