Customer Relation Management
Customer relation management technology is due for a change.
The task of customer relation management has never been more complex, as consumers have ever- higher expectations for exceptional customer service.
Consumers today want round-the-clock access to customer service agents on any channel they choose – telephone, web, mobile, chat and more. They expect representatives to have information about context at their fingertips, and they demand fast resolution – the days of transferring calls to another agent or escalating calls to a manager are over. If one company can’t meet their expectations, customers will quickly find another company that can.
Unfortunately, most customer relation management technology can’t keep up with these changes in the customer service landscape. Legacy CRM systems tend to be databases of customer information rather than tools for solving customer problems. They weren’t built to manage customer conversations on multiple channels, and certainly not to accommodate conversations that move from one channel to another. And traditional CRM platforms are simply unable to evolve to meet the demands of customers in a hyper-connected marketplace.
To compete in this consumer-dominated world, companies need a new kind of technology. That’s where Pega can help.
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.com’s Sales Cloud to also adopt Service Cloud to offset price increases. Customer service professionals should, however, think twice.
Pega: the next generation of customer relation management solutions.
Pega is a global leader in applications that enable the world’s most sophisticated companies to streamline operations, engage customers across channels and adapt to the rapidly changing demands of a digital marketplace.
Pega software enables enterprises to revolutionize their CRM activities. With Pega technology, customer service reps can easily engage customers as they transition across channels and devices, without ever losing context about the customers’ needs and history. Pega customer relation management technology empowers employees to deliver better service, with suggestions for next best actions and guidance for how to make each call a memorable customer service experience. And Pega CRM enterprise software makes it easy to bridge the gaps between business units and between silos of information to connect customers with the right systems and people to resolve issues fast.
Benefits of Pega’s customer relation management software.
With Pega, companies can:
- Use data and analytics to anticipate customer needs and simplify the steps to more personalized service.
- Focus on service rather than systems, with a solution built on a unified platform that offers easier management of CRM services.
- Give customers and reps the ability to share a web or mobile experience in order to speed time to resolution.
- Automate processes to deliver a satisfying, efficient and accurate service experience on every customer contact.