Services
A leading American multinational conglomerate holding company focused on transportation, e-commerce and business services.
CHALLENGES
The client aimed to implement a scalable and responsive solution to manage over 80K cases with 42K users on day-to day basis. The client's existing mainframe systems could not scale as it was complex, de-centralized, antiquated with siloed systems.
Mphasis provided a Pega solution with BPM, DevOps, Testing & Integration levers to enable timely retirement of the legacy system. Our team handled the client's business for shipment and clearance case management. The cases will be created in Pega BPM globally for any customer query or internal inquiries around shipment (tracking, finding, handling of package or claims).
Enabled multichannel process management with 360 customer views across service lines
Enabled a scalable and responsive PEGA BPM solution in 196 countries
Reduced time from 35 min to 16 min for handling case volume & enhanced capacity by 40% with the same user base
Achieved ongoing savings of $5M annually and, with subsequent rollouts, enabled another $15M savings in just six months
Implementation cycle was reduced from 12 weeks (mainframe) to 2 weeks with Mphasis Pega Solution