Blogs By Category: CRM & Customer Experience

Customer Conversations: The Art of Being Polite

Mayo 17 2013 | Author: Rob Walker
The problem with scripted conversations in the call center, or any other bi-directional channel, is that it largely ignores the customer on the other end of the line. Even if sophisticated analytics, one fiercely hopes, have been used to find a relevant o...
Posted In: CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Efficiency

PegaWORLD 2010 to Welcome Chordiant Customers

Mayo 17 2013 | Author: Alan Trefler
This year is moving at BPM speed! As I write this in the first week of April, 2010, PegaWORLD in Philadelphia is just a few short weeks away. Last week we received regulatory clearance for our acquisition of Chordiant. And, also this week, we were pleased...
Posted In: BPM, CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Business Process Management, Transformation, Collaboration

BPM Go Live: Global Banking Giant uses SmartBPM to offer Dynamic and Personalized Service

Mayo 17 2013 | Author: Alan Trefler
We just had a great go-live with one of world’s top global financial institutions.  We’re excited about this implementation because it so closely aligns with one of their key strategic objectives and leverages some of the unique capabilities of Smart...
Posted In: BPM | Tags: CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, BPM Methodology, Collaboration, banking, Go Lives

BPM Go Live: BPM = Mission Critical Application

Mayo 17 2013 | Author: Alan Trefler
We just had a go live with one of the leading regional healthcare providers in the U.S. This organization has been a great customer of ours over the years, and they recently migrated to our latest SmartBPM suite. This organization has continuously striv...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Case Management, Go Lives

Why isn't there more BPM in the Contact Center?

Mayo 17 2013 | Author: Don Schuerman
I met recently with a major US bank that has achieved some successful process deployments with a non-Pega BPM solution.  They have embraced a process-centric approach to development and are able to deliver rapid, iterative projects based on that BPM pl...
Posted In: BPM, CRM | Tags: CRM & Customer Experience, Customer Interaction

BPM Go Live: Managing New Business to Drive Better Customer Experience

Mayo 17 2013 | Author: Alan Trefler
We just had a go live with one of the largest health plan administrators in the market. This project focused on managing new business as well as processing renewals from existing customers. Rules-driven BPM is a strong solution to manage new business be...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Go Lives

BPM Go Live: Building Agility by Knocking Down Silos

Mayo 17 2013 | Author: Alan Trefler
We just had a client go live with one of the largest regional health insurance companies in the U.S.  The project focused on establishing a new rate quoting application that replaced two systems that handled this process previously, but did not integrate...
Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Case Management, Business Transformation, Go Lives, Insurance

BPM Go Live: Using BPM to Build Process-Driven CRM

Mayo 17 2013 | Author: Alan Trefler
In the initial go live phase we exceeded the expectations for SLAs and also delivered an average handling time of less than the expected result of 550 – 600 seconds.  This solution also provides the client’s customer service representatives (CSRs) wi...
Posted In: CRM | Tags: CRM & Customer Experience, Customer Interaction, Business Transformation, Go Lives

BPM Go Live: Supporting Growth and Improved Customer Service

Mayo 17 2013 | Author: Alan Trefler
This organization was focused on continued growth, while offering improved service that would keep up with the changing needs of their customers.  The customer was looking for a solution that would automate the flow of tasks required to complete the prio...
Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Transformation, Go Lives

BPM Go Live: Automated On-Boarding Drives Business and Customer Satisfaction

Mayo 17 2013 | Author: Alan Trefler
This system has been welcomed with universal acclaim from the client and has actually handled a larger number of cases entered than initially anticipated.  The early success of this project now has the client looking at how to roll this solution out acro...
Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Transformation, Go Lives, On-Boarding

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