Enterprise CRM systems: relics of the past?
Enterprise CRM systems have had a good run. Initially developed to improve front-end customer engagement, CRM enterprise software was rapidly adopted by organizations desperate for tools to attract and retain customers and manage customer relationships more easily and effectively.
But traditional CRM can no longer meet business requirements or customer demands. Today’s tech-savvy and mobile-enabled consumers have much higher expectations when it comes to customer service. They demand access 24/7 and expect fast resolution of their problems. They expect the customer service conversation to seamlessly transition across devices and channels, and for customer service reps to have detailed knowledge of their history. And the vast majority of customer relation management solutions aren’t able to adapt fast enough to keep up with the rapid pace of change in the marketplace.
What enterprises need is a new breed of systems designed to meet the rising expectations of today’s consumers. In this area, Pega is leading the way.
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: CRM systems, evolved.
Pega provides the world’s leading companies with strategic applications for sales, marketing, service and operations. Pega’s software enables enterprises to streamline critical business processes, connect with customers in real-time and easily adapt to meet changing business requirements.
Pega’s CRM systems radically transforms the way that enterprises deliver customer service. With Pega’s CRM software solution, companies can:
- Provide omni-channel service, engaging customers in conversations that transition across channels and devices while retaining context.
- Predict customer needs with intelligent guidance for customer service employees.
- Connect customers to the people and systems that can quickly resolve their issues.
- Focus on customers rather than CRM management systems, thanks to technology that is always up to date and able to adapt to new requirements as needed.
CRM systems for the digital marketplace.
With Pega, enterprises can deliver a satisfying, accurate and efficient experience on every customer interaction. As a leader among the new breed of CRM systems, Pega offers innovative tools that include:
- Co-browsing, enabling customer service reps to instantly share a web or mobile experience in order to guide customers in real time.
- Social engagement features that allow reps to listen to social conversations, analyze customer sentiment and respond appropriately in the right channel at the right time.
- Self-service functions that enable customers to address their own issues online and in mobile apps.
- Field service tools that provide brick-and-mortar employees with mobile access to customer service information and processes.