Telecom Italia recognized that for their largest customers, they needed to provide a differentiated customer experience. They faced many challenges operating a complex IT infrastructure. The IT infrastructure was “siloed” supporting specific domain technologies. Their IT infrastructure partially supported cloud services. They had poor end-to-end visibility of sales. Finally, they didn’t have a unified view of customer information.
With the Pega solution, they have been able to go to market more aggressively with dozens of new integrated offers. They were able to open up new indirect sales channels so that they could reach new customers. They initiated a program to drive customer loyalty. This has resulted in increased revenue, expanded market share, and brand loyalty.
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