CRM platforms: the next generation of customer relationship technology.
Technology is quickly revolutionizing the relationship between enterprises and customers, but most existing CRM platforms simply can’t keep up.
With the rise of mobile technology and the advent of omni-channel marketing, consumers today have extraordinary expectations when it comes to customer service. Telephone service during business hours is no longer enough. Customers expect 24-hour access to help via e-mail, chat, web, mobile and self-service options. Rather than being handed off from one person to the next in search of someone who can solve their problem, they expect to reach a CRM rep empowered to meet their needs on the first try. And if they have to constantly re-explain who they are and what they need every time they contact customer service, you can bet they’ll quickly seek a better experience with a competitor.
Meeting these expectations requires a new generation of CRM platforms – customer experience management technology that can deliver a satisfying, accurate and efficient customer service experience with every interaction. That’s why more leading enterprises today turn to Pega.
Can you keep up with always-improving technology and ever-growing customer demands? See how CRM evolved helps your business do more, faster.
Customer service solution buyers report growing pressure from their colleagues utilizing Salesforce.comâ€™s Sales Cloud to also adopt Service Cloud to offset price increases. Customer service professionals should, however, think twice.
Pega: a leader among CRM platforms.
Pega is a leading provider of enterprise applications for service, sales, marketing and operations. Built on the unified Pega 7 platform, our solutions are available on-premises or in the cloud and offer rapid deployment, efficient re-use, global scale and faster time to value.
Pega surpasses other CRM platforms by enabling enterprises to easily anticipate customer needs, automate processes, minimize complexity and give customer service employees the information and tools they need to deliver a memorable customer service experience every time.
Advantages over other CRM platforms.
Pega’s customer support platform enables enterprises to easily meet consumer expectations for exceptional customer service by providing superior capabilities for:
- Omni-channel service. Where legacy systems are limited in the ways they engage customers, Pega CRM allows customers to engage whenever and however they want to meet their needs more quickly.
- Intelligent guidance. With Pega, CRM reps always know the context of a customer’s inquiry and get step-by-step suggestions for the next-best-action to resolve customer issues and deliver a personalized service experience.
- Case management. Unlike traditional CRM platforms, Pega enable customers to quickly connect to people and systems who can resolve their issue on first contact.
- Flexible technology. Pega’s customer service platform keeps CRM technology constantly up to date and makes it easy to add new technology and functionality as the marketplace and consumer expectations change.