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Platform Performance Enhancements Lead to Improved Customer Service

Overview

Sky Solutions supported a large American medical laboratory on a critical project to improve the performance of their customer care application.  This organization is a leading provider of diagnostic information services with call centers that operate around the clock (24x7x365). 

The Goal

This organization built their in-house Customer Care application on the Pega platform. They needed to improve the performance of the application in order for it to scale. They needed to give access to additional customer care agents to handle the increase in calls that they were receiving as a result of growth in demand. 

The Challenge

The Customer Care application was experiencing significant performance issues.  These issues were increasing the length of call times.  This also led to longer wait times for customers which negatively impacted customer satisfaction.  Unless these performance issues were addressed, they would not be able to give access to additional customer care agents to take care of the backlogs because adding additional agents resulted in application crashes and downtime on the Pega server. All of these problems led to customer dissatisfaction and lost revenue. 

The Solution

Sky Solutions provided expertise on the Pega platform to address issues at all levels – the architecture level, the application level, the environment/server level, as well as the database level. We analyzed all integration points to look for ways to improve performance. Being a Pega Silver Partner and having worked with the Pega platform for over a decade allowed us to recognize and remediate the issues quickly.  

What We Did

  • Agile Application Development
  • Low-code Development

The Outcome

As a result of the performance tuning, application configuration, and enhancements developed by Sky, the Customer Care application became much more stable. This gave the organization the ability to add 150 more customer care agents (a 20% increase) without degrading the application performance. This led to a decrease in call time and call waiting time which increased the satisfaction for both agents and customers. The production tickets count decreased to zero (0). Along with all these significant outcomes, this project achieved tremendous cost savings for the organization while helping them gain confidence on the Pega platform.