Optimize the Customer Experience While Reducing Costs

The Challenge: Delivering the level of service customers demand while maximizing per-customer profitability is difficult with the brittle, slow-to-change technology provided by traditional customer relationship management (CRM) solutions.

Pega solutions for CRM deliver the agility you need to effectively balance customer expectations with business objectives. Because Pegasystems puts the power of change into the hands of the business owner, you can continuously improve the service experience to achieve the best possible outcome for your customer and your institution. A host of customer-focused capabilities including intent-driven processes, enterprise case management and easy integration with CRM and enterprise systems make it possible to deliver personalized interactions at lower cost. And when the time is right, sophisticated analytics combined with real-time decisioning can prompt agents to deliver appropriate offers that can turn service centers into revenue centers.

• Optimize contact center operations. Increase first-contact resolution and reduce average handle time with point-of-interaction process automation that eliminates manual tasks and disconnected hand-offs to the back office.
• Make every agent your best agent. Dynamically guide agents through each stage of a conversation using real-time decisioning to determine the most appropriate next-best-action based on real-time analysis of customer behavior.
• Increase customer satisfaction. Empower agents with a unified desktop that provides holistic insight into the customer across channels and lines of business.
• Maximize cross-sell and retention at the right price. Leverage adaptive analytics to deliver a relevant offer during the customer conversation based on such business factors as the customer’s profile, behavior, history and response to previous offers.

Pegasystems — Delivering Real-World Results

Some of the world's largest financial services institutions have gained significant value with Pega solutions for CRM:

• For ING Poland, a unified front-office solution from Pegasystems has produced a dramatic jump in the productivity of call center staff. The staff now handles 400% more customer interactions and 80% of new accounts are managed through the automated process.
• Standard Chartered Bank has distinguished its offerings to clients with Pegasystems. The global bank now offers client access to cash investigations using Pega’s flexible business rules to deliver different types of functionality to different client segments.