Case Study: Dell EMC achieves 98% SLA and 16.5% more completed cases with Pegasystems' Pega Customer Service

Using decisioning to power transformation at work

Dell EMC, with 30,000 support agents across 52 countries, struggled to connect customers to the right people: legacy queueing let agents “cherry pick” work, avoid complex cases, and ignored skill levels, requiring heavy manual oversight and risking an inability to scale service. This reactive, transactional model produced inconsistent service and missed SLAs.

Using Pega Customer Service and the Customer Decision Hub to power an “Intelligent Routing” program, Dell EMC now routes requests from any channel to agents based on availability and skills, enabling swarming on complex issues and making routing changes in under 24 hours. A proof of concept was built in two months and the program scaled rapidly; within 10 months the solution eliminated cherry-picking, achieved 98% of intelligently routed cases meeting SLA and delivered a 16.5% increase in completed cases per day.

Dell EMC

Vishwadeep Chawla

Sr. Manager – Service Strategy