The Challenge

For Communications Service Providers to remain competitive in a hyper-competitive environment they must deliver a superior customer experience without significantly increasing operational costs. Today in many cases, 50% of the cost of handling customer service requests is created by follow up work, and the lack of consistent follow-up also creates a poor customer experience. Service providers struggle with:

• Creating and maintaining a single, complete view of every case within their organization
• Managing hand-offs between front-line channels and back-office operations support
• Prioritizing service requests based on customer value
• High training costs for skilled customer service operations personnel
• Bridging gaps between wireline, mobile, TV, and broadband operations silos
• Rapid introduction of new services, and accompanying new customer service case types

The Solution

Pega’s Service Case Management for Communications creates an agile environment where Communications Service Providers can manage service cases across multiple channels and product silos, helping Service Providers deliver consistent and timely customer service while improving operational efficiency.