Pega Customer Service for Utilities

Driving Revenue, Loyalty, and Cost Savings with Outstanding Customer Service

KEY CHALLENGE:
Traditional customer systems are too inflexible to adapt to increasingly complex customer service needs. This results in inefficient, inconsistent and incomplete service delivery, as well as missed opportunities to increase customer revenue and reduce customer churn.

THE SOLUTION:
Pega Customer Service for Utilities offers a process-driven, customercentric solution that enables utilities to enhance the quality of the customer experience, optimize the lifetime value of each customer and reduce service costs.

With Pega, utilities can leverage the power of end-to-end process automation to understand and adapt to customer needs in real time, while using predictive analytics to make decisions regarding customer value and cost to retain. Based on these results, Pega automatically recommends the Next-Best-Action, empowering customer service representatives (CSRs) to make offers or take actions that are most likely to appeal to each customer based on past behavior.