Many communications service providers recognize that their order fulfillment processes should run more efficiently and at lower cost. Fewer recognize the potential for order management to operate in a way that actually drives revenues. Pega enables service providers to not only improve the operational efficiency of their order fulfillment systems but also to shift toward customer-centric order management that delivers greater top-line value.
Order Fulfillment on the Market-Leading BPM Platform
The majority of the top ten communications service providers use Pega business process management (BPM) technology to automate and optimize order fulfillment and other core operational processes. Along with its support for telecom order management, the Pega BPM platform powers a wide range of business processes for leading banks, insurance carriers, healthcare plans, manufacturers, and more.
Pega supports the entire order management process—from 1:1 offers and order capture through to order fulfillment—on a unified BPM platform, with capabilities including:
- Workflow automation. Rules-driven routing based on criteria such as workgroup availability, SLAs, and exception type. Eliminate error-prone manual hand-offs and duplicative or unnecessary work to reduce order fallout and drive down the costs of your order fulfillment system.
- Case management. A single view of the customer with drill-down visibility into all sub-processes that impact order fulfillment, along with support for automated alerts and notifications.
- Standards-based integration. Compliance with eTOM and SID standards ensures best-practice data model creation and compatibility with legacy systems.
- Automatic application coding. Pega’s innovative Build for Change® technology empowers business users to create models and working applications without any hand coding. With business users driving your order fulfillment processes, your organization can respond quickly to new challenges and opportunities in the marketplace.
Customer-Centric Order Management and Fulfillment
Pega goes beyond order fulfillment efficiency to deliver a customer-centric order management solution that drives top-line value. Pega’s unique Next-Best-Action Marketing capabilities leverage real-time marketing analytics and automated decisioning to deliver individualized offers across all customer touch points including the call center, mobile, social media, and Web self-service portals. The real-time marketing capabilities integrated into the Pega BPM platform make for a better, more personalized customer experience while boosting offer acceptance rates and AMPU.