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 operating 24/7, year-round.
Goal
The client developed its in-house Customer Care application on the Pega platform. To support scalability, they needed to improve the application’s performance. Additionally, they required access for more customer care agents to handle the increase in calls driven by growing demand.
Challenge
The Customer Care application was experiencing significant performance issues, which were increasing call times and leading to longer wait times for customers. This negatively impacted customer satisfaction. Unless these performance issues were addressed, the organization would not be able to grant access to additional customer care agents to handle the backlogs, as adding more agents caused application crashes and downtime on the Pega server. These problems ultimately led to customer dissatisfaction and lost revenue.
Solution
Sky Solutions provided expertise on the Pega platform to address issues at all levels: architecture, application, environment/server, and database. We analyzed all integration points to identify opportunities for performance improvements. As a Pega Partner specializing in Delivery and with over a decade of experience working with the Pega platform, we were able to quickly identify and remediate the issues.
Technologies/Methodologies
Low-code development
Agile development
Pega
Outcome
Sky Solutions’ performance tuning and application enhancements helped the Customer Care application become stable, scalable, and efficient, leading to significant improvements in performance and cost savings. Some of the key outcomes include:
Improved application stability, allowing the addition of 150 more customer care agents (20% increase) without performance degradation
Reduced call times and waiting times, increasing satisfaction for both agents and customers
Decreased production ticket count to zero
Achieved substantial cost savings for the organization
Boosted confidence in the Pega platform for future scalability
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