The challenges facing CRM enterprise software
Customers today have increasingly higher expectations for their customer service experience, but your CRM enterprise software may no longer be able to deliver.
Customers want seamless service available 24/7 on any device or channel. They want to know that the information they share with one representative will be available to other reps the next time they call. Most of all they want immediate answers to their questions and quick resolution of their issues. And when they can’t get what they want, they’re more than willing to turn to your competitor.
The problem is, most CRM enterprise software wasn’t designed for this kind of service. Most customer support software offers service reps lots of customer data but few tools or context for using it effectively. Traditional systems are unable to talk to other enterprise systems or business units, leaving lots of cracks for customers to fall through. And legacy systems tend to lack the ability to evolve, let alone keep up with the extraordinary pace of change in the marketplace.
Pegasystems commissioned Forrester Consulting to conduct a TEI study to examine the potential return on investment (ROI) enterprises may realize by deploying the Pega 7 Platform.
Customer service solution buyers report growing pressure from their colleagues utilizing Salesforce.com’s Sales Cloud to also adopt Service Cloud to offset price increases. Customer service professionals should, however, think twice.
Pega: the next generation of CRM enterprise software
Pega solves the challenges of CRM with a customer-centric solution that lets you provide perfect customer service every time. Built on the ultra-fast and highly scalable Pega 7 platform, our CRM software solution lets you engage your customers via any channel they choose, automating processes and providing guidance to employees to deliver a satisfying, efficient and accurate customer service experience with every interaction.
With Pega CRM enterprise software, you can anticipate customer needs by understanding their context and connect customers to the people and systems that can meet their needs more quickly. Our CRM management software simplifies the complexity of managing customer relationships in a quickly changing world, and lets you easily evolve your customer management technology as customer expectations change over time.
CRM enterprise software with comprehensive capabilities
Pega offers all the tools and capabilities you need to deliver an exceptional customer service experience.
- Omni-channel service enables customers to engage with you seamlessly across communication channels and devices without losing context.
- Case management capabilities connect all the people and systems needed to resolve each customer inquiry.
- Intelligent guidance functions anticipate what each customer needs based on the situation and suggests the next-best-action that customer service reps can take.
- User interface is both intuitive and powerful enough to support the complexities of your organization.
- Knowledge management tools recommend relevant, timely information based on the current interaction.