Living in New England, this is the time of year I love looking at those wonderful pictures of warm beaches, cascading waterfalls, gentle pounding surf, and palm trees. You’ve all seen them before: co-workers have them set as on their home screens or they scroll across your Apple TV when you leave it idle too long.
The customer experience in many instances has become that picturesque beach photo. Websites look nice, mobile apps have cool bells and whistles, and even IVRs have more intuitive choices. But take one step outside or double click beneath the surface and the cold truth hits. You realize that lovely picture is just a mirage; you were captivated by the potential for a positive experience but are disappointed when the harsh reality is a chilling wind whistling through lonely hold music.
Why is there such a gap between customer experience vision and reality? The front-end experience is disconnected from the people and systems that can actually deliver results. Companies have become trapped by their operational and legacy technical silos. In the moments of truth, they cannot hide the underlying complexity from their customers.
We have all seen the results firsthand. Call center representatives provide customers with an answer, but they have to transfer them to another group to adjust a claim, modify a bill or schedule a service. Marketers generate offers but they struggle to effectively fulfill those offers in an efficient and reliable manner. Sales teams work incredibly hard to close an opportunity, but the hand-off to the client onboarding team breaks down. The end result: customers lose trust and the company spends too much time and money on an experience that should be connected, streamlined and automated.
At Pega we are working with a number of leading customer-centric companies to connect customers to the people and systems that will ultimately fulfill their promise. They are fusing a customer friendly experience with the underlying cases and processes to ensure a rewarding experience and they are seeing great results. For Example:
- Royal Bank of Canada (RBC) reduced resolution times on certain cases from five days to 30 minutes.
- Communications provider Telstra reduced the order to activation cycle time by 70%
- Heathrow Airport increased on time departures by 25%
What five things do these companies have in common?
- They share a fundamental commitment to enhancing their brand and increasing customer lifetime value and are investing accordingly.
- They are leveraging best-in-class process management capabilities to bridge organizational and channel silos, improve transparency and increase automation.
- They are rapidly transforming their business vision into technical execution using visual, model-driven development to build and change applications faster than traditional coding.
- They have chosen not to rip and replace their existing core technology investments, but instead are using case management to orchestrate, evolve and maximize the value of the current systems.
- They are connecting the end-to-end experience without losing control and visibility into individual touch points, thanks to Pega’s advanced case management technology.
Why Pega? We deliver the only unified platform that merges incredibly rich CRM capabilities with industry leading case and process. As a great example, Gartner in their freshly published Magic Quadrant for BPM Platform-Based Case Management Frameworks and Magic Quadrant for Intelligent Business Process Management Suites named Pega the leader in each report.
Pega is the only application that is a leader within these reports as well as the corresponding CRM reports, all with the same unified platform. The critical capabilities identified in these assessments are the exact capabilities required to connect customers to the people and systems that can get work done. Gartner specifically highlights Pega for the following capabilities:
- A unified architecture with powerful business rules, predictive analytics and decision management. A platform that combines processes, rules, customer data management, cross-platform UIs, mobile, monitoring and analytics, content management, case management, and integration in one model-based development and runtime architecture
- Directly Capture Objectives (DCO) methodology, which is baked into the software, ensures collaboration between business and IT people, and helps to overcome organizational roadblocks that can derail initiatives.
- Advanced capabilities for Intelligent Business Operations, including complex event processing, operational decision management, predictive analytics and IoT (internet of things) integration.
If your goal is to improve the customer experience, increase efficiency and optimize long term customer value you should ask the question: Are you working with a CRM application that can truly connect customers to the people and systems that can get work done? Or is your CRM application provider merely delivering the façade of the faraway beach you’ll never experience?
In this new report by Gartner, Pegasystems is recognized as a leader in the growing market for flexible case management solutions. Download the report to learn more.