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May 19, 2014

How Pegasystems helps to repair 5.1 million homes

Pegasystems will deploy new services, assist with operational efficiency and drive modernisation at home repairs firm.

By Duncan Macrae

Home emergency repairs firm, HomeServe, has selected software provider Pegasystems to build a new technology platform that will enable it to deploy a single view of all interactions with its customers and rationalise legacy systems and processes.

HomeServe provides home assistance services to more than 5.1 million customers in the UK, France, Spain and the US. The programme will enable the company to continue to put a greater focus on its customers, and offer multi-channel, multi-partner process efficiency and service delivery across multiple territories.

HomeServe publicly stated that its Board had agreed to invest in a new packaged IT system, which would be implemented across the entire business. With a substantial investment amounting to around £30m, HomeServe expects to see operational benefits in FY2015 and to accrue financial benefits beginning in FY2016.

Richard Harpin, group CEO, HomeServe, said: "Our view is simple. If we give our People the right tools for the job, they can get it right for our customers, and that will make our business successful. That’s where Pega comes in. We feel that selecting the right partners is key to driving these outcomes and growing our business globally, which is why, after a very rigorous process, we have chosen to use Pega software to support us."

To satisfy the needs of such an extensive transformation programme, Pegasystems will deliver a single, comprehensive unified platform, which will deliver significant benefits across the entire customer and product lifecycle and will enable HomeServe to achieve and sustain global standardisation. Pegasystems aims to accomplish this while taking into account all of HomeServe’s business imperatives across its different markets, including the need to grow sustainably in a highly regulated UK market and the need to rapidly onboard affinity partners in the United States to take advantage of their unique position in the market.

Alan Trefler, Pegasystems founder and CEO, said: "HomeServe is an exciting new customer for Pega and it has exactly the right set of objectives that we as a company seek out and excel at helping to achieve. I have every confidence that HomeServe will transform its business and I’m honoured that they have chosen to undertake this journey with Pega.

Harpin concluded: "There is no doubt that our partnership with Pega will contribute greatly to the ongoing transformation of our business; they are coming in at a very important point in our journey, and their expertise and experience will add to our future success."

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