Evergy modernized its match exception management by deploying the delivered Match Exception Collaboration Center

Evergy, Inc., through its operating subsidiaries Evergy Kansas Central, Evergy Metro, Evergy Kansas South, and Evergy Missouri West, provides clean, safe, and reliable energy to approximately 1.7 million customers across Kansas and Missouri.

Previous state

Prior to implementing the Match Exception Collaboration Center, match exception handling relied on multiple manual and disconnected processes, including:

• PeopleSoft Query exports to Excel for analysis with results published to Power BI.
• Manual email communications for assignment and follow-up.
• Manual documentation outside of the PeopleSoft system.

These approaches resulted in:

• Limited visibility into ownership, status, and progress.
• Delays in resolving match exceptions.
• Heavy reliance on match exception analysts as intermediaries.

We chose to leverage the delivered Match Exception Collaboration Center to:

• Enhance business efficiency and optimize existing processes.
• Use delivered functionality with no customizations.
• Assign exceptions directly to users with the authority to resolve them.
• Introduce true real-time collaboration for the first time.

Results after implementation

With the rollout of the Match Exception Collaboration Center, we now have:

• Automatic assignment of over 90% of match exceptions, leveraging match exception groups and additional custom match exception rules.
• Ad hoc assignment of exceptions by user or group, improving collaboration and accountability.
• Real-time visibility into assignments, comments, attachments, and status.
• The ability for users to remain entirely within the PeopleSoft system while working applicable transactions.

We also adopted mass match assignment selectively, which provides the ability to mass assign or reassign match exceptions when needed.

Enhanced usability and insight

To further support users as they analyze and resolve exceptions, we:

• Implemented supplemental reporting through related content on relevant pages to provide additional context.
• Leveraged related actions on match exception detail pages to place navigation links closer to where users are actively working.
• Added custom match rules and assigned them to specific match exception groups (for example, inventory vs. non-inventory, and ship to locations), which was key to achieving our auto-assignment goals.

Business impact

As a result of these improvements:

• All stakeholders now see the same details, documents, comments, and status updates.
• There is a clear audit trail of actions, comments, and decisions.
• Responsibility has shifted to the users best positioned to resolve the exception—eliminating the analyst as a middleman.
• Match exceptions are resolved more quickly and efficiently.
• Collaboration and ownership have significantly improved.

Overall, the Match Exception Collaboration Center has enabled greater transparency, stronger accountability, and faster resolution—all while staying within delivered PeopleSoft functionality.