Solving What Matters: Customer-Centric Case Management with Pega

Companies and organisations are under growing pressure to deliver faster, more customer-centric services while keeping pace with evolving regulations, rising digital expectations, and increasing operational complexity. To meet these demands, Sopra Steria partners with Pega, a global leader in enterprise-grade case management solutions. With over 85 certified professionals and in-depth domain expertise, we combine technical excellence with human-centred design to solve real business problems, not just symptoms. 

Organisations aiming to improve service delivery and operational agility often struggle with fragmented systems and manual processes. These issues slow down response times, increase costs, and limit scalability.

  • Disconnected workflows and fragmented customer journeys, resulting in inconsistent experiences across channels and duplicated effort 
  • Manual case handling, which delays resolution and increases operational overhead 
  • Rigid legacy systems, unable to adapt to evolving business needs or regulatory changes 
  • Limited insight into real-time data, making it difficult to track performance, address bottlenecks or steer effectively 
  • Low digitalisation, preventing organisations from scaling efficiently or leveraging AI 
  • Challenging integrations, especially in multi-system environments with diverse technologies and multiple organisations 
  • Employees inadequately supported by IT systems, limiting their ability to work effectively and demotivating talent. 

These challenges are common across industries, ranging from financial services to logistics and energy, and require a platform that combines flexibility, intelligence, and speed. If you are looking for our specific solution for public organisations, please visit CitizensMatter! 

 

Sopra Steria and Pega combine in-depth domain expertise with a powerful dynamic case management platform to help organisations deliver smarter, faster, and more human-centric services.

  • True business agility – Rapid development and easy adjustments deliver value continuously  
  • Co-creation and human-centred design – Close and active involvement of stakeholders ensures fit-for-purpose solutions and intuitive adoption 
  • AI-powered orchestration – Smart automation that enhances decision-making while preserving human oversight where it matters 
  • Full-service delivery and portfolio – From discovery and design to implementation, integration, and SLA-driven support, including Pega Blueprint, Customer Service, and Process Intelligence 
  • Deep ecosystem expertise – Extensive domain knowledge combined with 85+ Pega-certified professionals across roles, including CPLSA, CPBA, CPSA, and CPSSA 
  • Sustainable architecture – Built-in quality, compliance, security, and reuse for long-term maintainability 
  • Legacy modernisation – reimagine workflows through your organisation 

Together, we help clients reinvent their service delivery by making it faster, more responsive, and addressing customer needs effectively. 

 

Organisations that adopt Pega solutions with Sopra Steria’s guidance achieve tangible improvements in service delivery, agility, and operational performance.

  • Faster implementation of new business rules and policies, enabled by dynamic case management 
  • Improved customer experience, through consistent, personalised, and context-aware interactions across channels 
  • Motivated and empowered employees, with relevant, real-time information presented in the right context to support confident decision-making 
  • Better insight and oversight, with full visibility into case progress and operational metrics 
  • Reduced operational costs through automation, reuse, and low-code development 
  • Stronger compliance and security, supported by built-in guardrails and easy governance  
  • Scalable transformation, across departments, domains, and delivery models 

These factors translate into better customer outcomes, empowered employees, and faster, more resilient services. 

 

Together, let’s Redefine What’s Possible 

Whether you're modernizing services, improving customer engagement, or accelerating digitalization, Sopra Steria and Pega are ready to help. 
Connect with our experts to explore how we can turn your transformation goals into measurable outcomes, with speed, agility, and confidence.