There are numerous use cases tailored for customer retention and customer acquisition. These scenarios often come with pre-configured visual logic, with the flexibility to adjust them to fit specific organizational needs. Additionally, there are various components provided out of the box, facilitating efficient data management within Pega CRM. Ensuring that the data seamlessly integrates into the platform is crucial for optimal performance and leveraging the built-in functionalities effectively.
Director at a tech services company with 201-500 employees
Real User
Top 20
2024-01-29T14:34:23Z
Jan 29, 2024
I use Pega CRM, customer service, Pega Constellation, the framework, like, the Pega underwriting for insurance and all. Pega CRM is used for multiple clients, primarily in customer service. When calls come in through applications, it can be through different channels or an omnichannel. Whether it's email, calls, or chat, Pega handles all these channels. Additionally, there could be an IVR system that authenticates or identifies customers before launching service requests. These service requests are essentially different tasks that can be performed on a customer's account or profile. Within the CRM, we can implement various predictive or adaptive analytics models that provide information helpful for customer service representatives during their discussions. This is the basic customer service use case for Pega CRM. Pega also has a sales automation component that manages lead generation, campaign management, and conversion of leads into opportunities. Additionally, it offers beautiful dashboards with beautiful reports and a customer 360 view, providing a comprehensive framework. From the analytics perspective, Pega processes a lot of information through predictive and adaptive models. These models generate outputs that are sent to other systems as input for further processing. While this is not directly related to customer service, it's another Pega capability. However, most commonly, Pega CRM is used for customer service-related functionalities.
My organization has built solutions for sales representatives using the product. It has a lot of AI features. We really like the solution that we have given to our customers.
I use the CRM framework as the customer relationship manager in my healthcare company and for retirement services applications. I'm a senior Pega developer.
The solution is primarily used to manage client information. All notes and interactions between you and the client can be stored in the solution, and reports can be generated to help with client proposals.
Delivery Manager (Intelligent Business Automation) - Pega at Persistent Systems
Real User
Top 20
2022-05-11T12:41:11Z
May 11, 2022
The Pega CRM use case is end-to-end. You have a customer center where people are reaching out for their self-service portal, self-service request, or some change requests in their account, or they want to check on their balance or different things. They reach out to a customer care executive and get authenticated during the call by using their account number, credit card number, debit card number, or their applicant number. As soon as the executive receives the call, because it's an authenticated person, all the details are already popped up in the stream for that user, like the account information and personal information. Instead of browsing all 10 different systems, there would be a desktop that gets all the information from all the different upstream systems and downstream systems. Then they ask how they can help and create service cases and resolve them or proceed further. In the transaction, if the person needs assistance, the call would get transferred to another person and all the details and data will also get transferred to the other person's desktop so they can take care of the request. This is all about one use case where we are basically orchestrating all the different systems into one system and making sure that all the information is presented on one page, which improves the efficiency and results in a good experience for the customer. It also reduces the duration per call, and it ensures a first time resolution of the issue. In these kinds of use cases, there are many variances. In some places, like if it's a credit card company, they will get to know why you have called them and if it's related to some charges or something. Then out of your profile, they will get options from the system for the retention of customers. This happens mostly either in the banking industry or telecommunication industry where you have a phone or internet connection.
Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
There are numerous use cases tailored for customer retention and customer acquisition. These scenarios often come with pre-configured visual logic, with the flexibility to adjust them to fit specific organizational needs. Additionally, there are various components provided out of the box, facilitating efficient data management within Pega CRM. Ensuring that the data seamlessly integrates into the platform is crucial for optimal performance and leveraging the built-in functionalities effectively.
I use Pega CRM, customer service, Pega Constellation, the framework, like, the Pega underwriting for insurance and all. Pega CRM is used for multiple clients, primarily in customer service. When calls come in through applications, it can be through different channels or an omnichannel. Whether it's email, calls, or chat, Pega handles all these channels. Additionally, there could be an IVR system that authenticates or identifies customers before launching service requests. These service requests are essentially different tasks that can be performed on a customer's account or profile. Within the CRM, we can implement various predictive or adaptive analytics models that provide information helpful for customer service representatives during their discussions. This is the basic customer service use case for Pega CRM. Pega also has a sales automation component that manages lead generation, campaign management, and conversion of leads into opportunities. Additionally, it offers beautiful dashboards with beautiful reports and a customer 360 view, providing a comprehensive framework. From the analytics perspective, Pega processes a lot of information through predictive and adaptive models. These models generate outputs that are sent to other systems as input for further processing. While this is not directly related to customer service, it's another Pega capability. However, most commonly, Pega CRM is used for customer service-related functionalities.
We use Pega CRM for database purposes.
My organization has built solutions for sales representatives using the product. It has a lot of AI features. We really like the solution that we have given to our customers.
I use the CRM framework as the customer relationship manager in my healthcare company and for retirement services applications. I'm a senior Pega developer.
The solution is primarily used to manage client information. All notes and interactions between you and the client can be stored in the solution, and reports can be generated to help with client proposals.
The Pega CRM use case is end-to-end. You have a customer center where people are reaching out for their self-service portal, self-service request, or some change requests in their account, or they want to check on their balance or different things. They reach out to a customer care executive and get authenticated during the call by using their account number, credit card number, debit card number, or their applicant number. As soon as the executive receives the call, because it's an authenticated person, all the details are already popped up in the stream for that user, like the account information and personal information. Instead of browsing all 10 different systems, there would be a desktop that gets all the information from all the different upstream systems and downstream systems. Then they ask how they can help and create service cases and resolve them or proceed further. In the transaction, if the person needs assistance, the call would get transferred to another person and all the details and data will also get transferred to the other person's desktop so they can take care of the request. This is all about one use case where we are basically orchestrating all the different systems into one system and making sure that all the information is presented on one page, which improves the efficiency and results in a good experience for the customer. It also reduces the duration per call, and it ensures a first time resolution of the issue. In these kinds of use cases, there are many variances. In some places, like if it's a credit card company, they will get to know why you have called them and if it's related to some charges or something. Then out of your profile, they will get options from the system for the retention of customers. This happens mostly either in the banking industry or telecommunication industry where you have a phone or internet connection.