Large BPO Advances Customer and Transaction Process Management to Catalyze BPO Growth

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Document Type: 
Case Study
Author: 
Pegasystems Inc.
Industry: 
Financial Services
Topic: 
CRM
Case Management
Customer Service

Overview

This large BPO (Business Process Outsourcer), offering customer relationship management (CRM) services around the globe, was about to hit a wall. Demand for its outsourcing services was extremely strong. Yet the company’s ability to scale to meet the needs of its new and expanding clients was limited. It was struggling to rapidly roll out new infrastructure, processes, and capabilities to meet the customer-facing and transaction processing needs of its clientele. How would it address the challenge?

Working with Pegasystems, the BPO has developed a new approach to BPM that will strengthen and support its growth. Relying on new frameworks that leverage the capabilities of Customer Process Management (CPM) and PegaRULES Process Commander (PRPC), the BPO is now able to dramatically accelerate its time to market and responsiveness to customer demands. The company’s new platform actively reuses rules and workflow components, accelerating development efforts. Meanwhile, guided processing and intent-driven workflows enhance the capabilities, productivity, and effectiveness of contact center representatives.

Pegasystems Delivered Results

  • Accelerating new client roll-outs from 7-8 months to7-8 weeks
  • Projected operational productivity gains of 25%-50%
  • Projected IT productivity gains of 20%-40%
  • Projected revenue increases of 2%-5%
  • Projected 3-year ROI between €50K and €110