Real-time marketing makes the best possible offer based on up-to-the-moment information about a customer or prospect. Achieving real-time marketing requires two related but distinct capabilities:
- The ability to analyze updated customer information the instant it becomes available.
- The ability to immediately adjust marketing offers in response to refreshed analysis.
Can you keep up with always-improving technology and ever-growing customer demands? See how CRM evolved helps your business do more, faster.
Marketing solution buyers report growing pressure from their colleagues utilizing Salesforce.com’s Sales Cloud to also adopt Marketing Cloud to increase lead generation. Marketing professionals should, however, think twice.
The best example of real-time marketing capabilities is Pega’s Next-Best-Action marketing solution, built on Pega’s market-leading customer relationship management (CRM) platform.
Real-Time Marketing in Pega CRM
Pega technologies power critical business processes for 6 of the top 10 communications service providers, 7 of the top 10 insurance companies, 8 of the top 10 global banks, and other leading enterprises across a wide range of industries. One of the reasons the most successful organizations choose Pega CRM is the platform’s ability to apply advanced marketing analytics to customer-facing processes in real time.
The Pega solution for real-time marketing pulls diverse data types into powerful analytics and decisioning engines that drive customer-centric automated marketing, sales, and service processes. The unified Pega CRM platform automatically delivers the right offer to the right customer or prospect, through any channel including the call center, social media, mobile, or the Web self-service portal. For the ultimate in real-time marketing, Pega supports adaptive analytics where personalized customer strategies are updated and optimized in real time in response to in-progress customer interactions.
For example, customer behavior during a customer service interaction immediately feeds into the central Pega analytics and decisioning system, which makes adjustments in real time to guide the CSR toward the optimal service action and the optimal cross-sell, upsell, or retention offer. Pega’s support for real-time marketing also includes support for geo-fencing-based triggers and delivery of location-based offers to customers or prospects engaging with your company on a mobile device.
Real-Time Marketing for the Agile Enterprise
Real-time marketing is of limited value unless you also have the ability to update your products, offers, and processes to keep pace with changes in the marketplace. For communication service providers and other enterprises, Pega’s Build for Change® technology boosts business agility by empowering marketers to control automated marketing processes with little involvement from IT. Through a unified Pega marketing portal, business users can create, test, and execute omni-channel customer strategies without any coding.
Pega CRM also goes beyond the offer stage to provide a complete solution for order management and order fulfillment. Even in complex communications services environments, Pega automates and integrates the end-to-end order fulfillment system to dramatically reduce order fallout and accelerate order cycle times.