US Energy Major Reduces Downtime 10X with Pega-Powered Service Automation

Challenges.

• Disjointed service request processes across Energy Services and Engineering teams.
• Manual workflows with minimal automation led to high processing time and errors.
• Lack of system integration made tracking, managing, and scheduling jobs difficult.
• The existing systems failed to support scalability or collaboration across departments.

Solution.

Coforge reimagined the client's service management process with a robust, future-ready solution:

• Designed Integrated ‘To-Be’ Workflows: Mapped a unified service request journey covering all phases from initiation to fulfillment.
• Pega-Powered Automation Platform: Developed an orchestration platform grounded in Pega, enabling rule-based job tracking and digital scheduling.
• Collaborative System Design: Built automation and integration as core principles to foster cross-functional collaboration and reduce silos.
• Scalable Architecture: Ensured platform could adapt to evolving needs and expand across service lines.

The Impact.

• 0.14 Annual Outage Factor: One of the best in the industry, significantly below the regional average of 1.43.
• Enhanced Customer Experience: Faster turnaround on service requests led to improved satisfaction and service reliability.
• Optimized Resource Utilization: E2E digital scheduling minimized idle time and downtime across operational teams.
• Reduced Transaction Costs: Automation lowered manual effort and eliminated inefficiencies.
• Future-Ready Foundation: Pega’s configurability enabled ongoing enhancements as business needs evolved.