Case Study: Shared Services Connected Ltd. achieves end-to-end work visibility with Pegasystems

SSCL achieves end to end visibility with Pega

Shared Services Connected Ltd. (SSCL), a provider of shared services for more than 20 UK government departments, faced growing operational complexity from millions of transactions, calls, invoices, and payments managed through manual, resource-heavy processes. To improve service delivery and efficiency, SSCL turned to Pegasystems and its Pega Customer Service technology as part of its SSCL Service+ initiative.

Pegasystems helped SSCL implement a streamlined case management approach that delivers end-to-end visibility across multiple channels, with a 360-degree view of communications and better routing of queries. The result is improved prioritization and triage for support teams, fewer duplicate efforts and missed service levels, and an expected 60% reduction in query volume.

Shared Services Connected Ltd.

Graham Cockroft

Director of Innovation and Digital Transformation