This content ran previously on Mashable BrandSpeak.
Can your current CRM solution keep pace with today’s quickly evolving customers? Pega can. Our applications are swift, strategic and fully scalable at the moment of onboarding—and always. Welcome to CRM Evolved.
It’s been a long day, and all you want to do when you get home is watch your favorite TV show. You walk in the door, peel off your shoes, drop your briefcase and slump over to the couch: You’ve finally made it. You triumphantly lift the remote control, turn on the TV and, suddenly, you’re filled with dread. The cable is out. And you have to call your provider to get it restored. You brace yourself for a long time on the phone.
As customers, we’ve been conditioned to expect the worst in situations like these — after all, so many companies lack a sophisticated way to efficiently resolve customer inquiries. However, for the companies that are equipped to provide exceptional customer service, these scenarios present an incredible opportunity.
It’s in these moments — the moments when a customer is agonizing over the thought of contacting you — that your company can make a real difference. Because when your business delivers something that few can, nothing makes a customer happier. And when you delight your customers, you lay the groundwork for future sales.
The secret is keeping your promises
When a company makes a sale, it promises the customer that the product will work.
Of course, no company can keep that promise in its absolute form, but the best companies will promise that, when something does go wrong, the issue will be resolved quickly, painlessly, and in a way that is specific to the customer’s unique circumstance.
Imagine your car had a nagging brake problem, and every time you brought it in to the shop, the mechanic wasted time checking the engine, the tires and the transmission when — the whole time — you knew the issue was with your brakes.
That’s how a customer service solution fails to deliver on its promises: not accounting for a customer’s unique needs and unique history in order to provide a timely and customized solution.
This common blind spot can be remedied by a dynamic case management (DCM) platform. DCM allows you to manage even the most complex service enquiries, ensuring that every request is fulfilled and nothing slips through the cracks. With DCM, you can manage each customer as an individual, compiling customer data and service records into one, predictive account file. And DCM let’s you manage the work across the various organizational silos of your business, ensuring the customer experience is frictionless, no matter how complex your operations may be.
With dynamic case management, when your service reps are contacted, they can anticipate the customer’s needs, coordinate the delivery of service from inquiry to resolution — from “end-to-end” — and do so without making the customer jump through unnecessary hoops. In fact, when businesses like Kaiser Permanente, American Express, and Famers Insurance chose Pega to help implement a customer service ecosystem — including dynamic case management capabilities — they were able to boost their first-contact resolution rates by 50%.
Having an effective customer service platform build with dynamic case management means that your business can deliver on its promises better than the competition — and transform a once-agonizing process into a delightful, relationship-building experience.
If all of this sounds complicated, don’t worry: Pega can help
The Pega Customer Service platform is at the forefront of rules-based relationship management and customer analytics. Using Pega can unify and simplify your business’ service architecture, optimize your service staff, and help you capture the most lifetime value out of your customers — across multiple business functions.
Learn more about Pega and its customer service platform.
It’s time to evolve. To stay competitive, you’ve got to keep up with your customers—and they’re moving fast. The right systems and software can help you stay out in front. Learn more about how Pega’s Customer Service app can help you evolve your customer service: Download the Pega Can whitepaper.