Case Study: Telenet achieves faster customer service and higher satisfaction with Pegasystems Pega Customer Service

Telenet orchestrates and automates customer service with Pega

Telenet, a leading provider of connectivity and entertainment services in Belgium, was struggling with a legacy customer service environment built on decades of customizations. Agents had to work across siloed systems and hand off tickets between multiple experts, which slowed service and made it harder to deliver the customer intimacy Telenet wanted. To address this, Telenet turned to Pegasystems and Pega Customer Service.

Pegasystems implemented Pega Customer Service to centralize customer data and interactions in one agent desktop, streamline workflows, and improve case management. The result was faster troubleshooting and billing resolution, with major reductions in the number of screens and clicks agents needed, plus reduced time to resolution. Pegasystems also helped improve both customer and agent satisfaction, while supporting lower churn.

Telenet

Brecht de Mulder

Chapter Lead