Customer Relationship Management (CRM)

Process-centric Customer Service for Improved Loyalty, Productivity and Growth

Today, organizations are focused on increasing customer loyalty and profitability, but must still keep an eye on the bottom line. Outdated CRM solutions focus on consolidating customer data, but rely on employees to understand the breadth of information and translate it into appropriate actions — resulting in inconsistent and inefficient service. Transcending CRM, Pegasystems' Customer Process Manager (CPM) matches customer intentions with business intentions at the moment of customer interaction for increased loyalty, productivity, and growth.

CPM delivers a rich framework of customer service processes that uses the power of Pegasystems’ patented SmartBPM® technology to intelligently integrate application functions, essential enterprise customer data, and human tasks into efficient and streamlined customer-centric processes. And, unlike outdated CRM solutions, Pegasystems' Build for Change® solutions are designed to embrace change — enabling business users to rapidly adapt processes to reflect changes in business strategy, policies, and regulation.

Intelligent Multi-Channel Interaction Management

• Dynamic service capabilities use real-time decisions to drive customer processes based on business intent and enterprise knowledge — taking the guesswork out of managing customer relationships
• Role-based and context-specific screens and dialog scripts guide users through every customer interaction, ensuring service consistency and quality
• Smart offer processing uses real-time decisions to increase close rates, while wizards speed introduction of new campaigns and offers
• A dynamic user interface presents customer data only when needed, reducing training time and improving productivity
• Proactive service level management enables value-based servicing for greater profitability and improved productivity
• Real-time analytics provide insight into key performance indicators (KPIs)

One-and-Done Service Process Automation

• Enterprise case management bridges organization stovepipes for improved productivity and reduced costs
• Robust integration capabilities automatically seek out and use enterprise customer data in real-time without replication or consolidation
• Sophisticated work management functions facilitate advanced routing, escalation, and prioritization of work