CRM for Retail Banking
Deliver Customer-Centric Experiences that Maximize Satisfaction and Retention
Gain the ideal solution for delivering streamlined customer interactions that focus on the needs of each customer across every channel, product and line of business. Whether you are planning to implement a complete service desktop or want to augment current service technology with comprehensive service case management, Pega offers a proven solution for customer-centric service at the lowest possible cost.
Optimize contact center operations
Pega’s service desktop automates the entire process from initial customer contact to resolution over any channel, while point-of-interaction process automation and easy integration eliminates manual tasks and disconnected hand-offs to the back office.
Make every agent your best agent
Rules-driven processes dynamically guide agents through complex interactions. The role-based desktop uses contextual insight into the customer, customer history and the current interaction to adjust the process in real time and determine Next-Best-Action for resolution.
Increase customer satisfaction
A complete view of the customer across channels and lines of business empowers service representatives to know each customer and the customer’s relationship to your business.
Turn service centers into profit centers
Predictive and adaptive analytics deliver relevant next best offers during the customer conversation based on factors such as the customer’s profile, behavior, history and response to previous offers.
Delivering the Ideal Customer Experience:
Using Pega to create a single system for managing client inquiries across channels and lines of business, Royal Bank of Canada has dramatically improved the quality and efficiency of the bank's inquiry management operations. Time to resolution for basic inquiries has dropped from 5 days to 30 minutes. Duplicate requests have been eliminated, leading to a 20% reduction in the volume of requests submitted to the back office. Built-in SLAs enable service representatives to make – and keep – service commitments to clients.
Read how a unified front-office solution from Pegasystems has produced a dramatic jump in the productivity of call center staff at ING Poland. The staff now handles 400% more customer interactions and 80% of new accounts are managed through the automated process.