Deliver Personalized Service that Achieves the Best Outcomes

The Challenge: Patients, healthcare providers, clinical investigators, regulators and legislatures all expect life sciences companies to provide personalized, convenient and responsive service. But traditional customer relationship management (CRM) technologies are inflexible, delivering one-size-fits-all service that frustrates customers and drives up service costs.

Pegasystems offers a transformational approach to CRM with smart, agile solutions for managing customer relationships. Pega CRM makes it easy to deliver consistent, personalized service by turning best practices into intelligently automated processes. Leveraging automatic step-by-step guidance, advanced analytics and real-time decisioning, you can tailor each interaction to the individual, situation, channel and line of business to dynamically reach the best outcome for your customer and your company.

Unlike inflexible packaged applications or IT-intensive custom applications, Pega CRM puts the power to innovate into the hands of the business owner so that you can rapidly turn business objectives into streamlined, customer-focused processes. On the cloud or on-premise, Pega’s CRM solutions offer the agility you need to continuously improve your service operations while reducing the cost for delivering an exceptional customer experience.

• Deliver superior service across all channels. Empower service representatives with a dynamic, unified desktop and front-to-back office integration that provides transparency across all lines of business and channels.
• Optimize contact center operations. Increase first-contact resolution and reduce average handle time with end-to-end process automation that eliminates manual tasks and disconnected hand-offs to the back office.
• Make every service representative your best. Dynamically guide representatives 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.
• Continuously improve the experience. Respond immediately to change with business-focused capabilities that turn service strategies into intelligent processes without IT assistance. Measure, simulate, adapt and change strategies in real time to immediately refocus the service experience.