Case Study: Expedia Accelerates Case Management Success with WideNet Consulting Group

Expedia Inc - Customer Case Study

Expedia Inc. needed to quickly stabilize its customer service operations after migrating to PegaSystems for case management, which led to inaccurate reporting, missed deadlines, and delayed case resolutions. As the team struggled to find talent with PegaSystems experience in the Seattle area, Expedia turned to WideNet Consulting Group for help finding the right candidate with the specialized skills needed to support the mission-critical system.

WideNet Consulting Group rapidly sourced and screened candidates, and within two weeks Expedia hired a new PegaSystems Administrator who was later converted to an FTE and expanded in scope. The new hire helped restore accurate Pega reporting, clear a four-month backlog, and significantly improve case response times, delivering meaningful cost savings and a valuable long-term team member for Expedia.

Expedia Inc