Pega CRMOptimizing the Customer Experience While Reducing Costs

Key Challenge The market has changed forever.

f Today’s social customers have more power and choices than in the past.

f Decreasing brand loyalty makes growing customer wallet share a nearly impossible feat.

f There is relentless pressure to provide the ideal customer experience while decreasing costs.

More than ever before, the customer experience differentiates your business and drives your bottom line.

Despite traditional CRM investments, companies are providing an inconsistent, incomplete, and inefficient experience.

The SolutionPega CRM is a process-driven, customer-centric business solution that optimizes the customer experience while reducing costs. It capitalizes on the power of Pegasystems’ multichannel interaction management platform, enabling organizations to revolutionize the delivery of the ideal customer experience. Only Pegasystems enables a process-driven, customer-centric approach not possible with static, data-driven CRM. With Pegasystems organizations can, in real-time, understand and adapt to their customers’ needs, automate work execution, and continuously deliver a multichannel experience directly aligned with business goals and objectives.

Engaging Customers for LifePegasystems empowers companies to attain an entirely new level of customer experience excellence by moving beyond data-centric CRM to an intent-led approach that focuses on balancing customer intentions with the strategic objectives of the company. Pegasystems’ revolutionary Build for Change® technology enables organizations to positively transform customer experience across all channels and customer touch points. Because Pega’s technology is based on SmartBPM®, it works with existing CRM assets to revitalize and transform them, dynamically automate back-end processes, and fulfill customer requests with robust enterprise case management capabilities. Because it is Smart, it automates customer service inquiries and marketing offers, applying analytics to predict and adapt customer service processes and conversations in real time to deliver a personal and profitable customer interaction.

Only Pega CRM optimizes the customer experience by maximizing the value of every interaction, consistently across every channel, matching customer intentions with business intentions at the moment of customer interaction for increased loyalty, productivity, and growth.

CROSS INDUSTRY

For more information, please contact your Pegasystems representative, visit us on the Web at www.pega.com, or email us at info@pega.com. © Copyright 2010 Pegasystems. All rights reserved.

2010-12

Pega CRM

Key Features AND Attributes of Pega CRM for Optimizing Customer Experience

Personalizing the Experience by Understanding and Anticipating Customer Behaviors

f Leverage predictive models to suggest the best actions throughout each customer interaction. f Enables business users to leverage advanced data mining techniques to produce predictive models. f Captures and encapsulates the expertise and judgment of experienced managers and planners to develop customer management strategies. f Treat customer uniquely based on their predictive behaviors. f Infuse sophisticated predictive decision making into customer service processes. f Enables process discovery and self learning techniques to adapt to customer behaviors and changing business objectives.

Consistently Delivering the Experience Across All Service Channels

f Role-based and context-specific screens and dialog scripts guide users through every customer interaction, ensuring consistency and personalized quality service. f Dynamic service capabilities use real-time decisions to drive business processes based on business intent and enterprise knowledge — taking the guesswork out of managing customer relationships. f Leverage business rules to proactively decide best next action for the customer intent at hand. f Sophisticated work-management functions facilitate advanced routing, escalation, and prioritization of work. f Smart offer processing uses real-time decisions to increase close rates, while wizards speed introduction of new campaigns and products. f Advanced channel capabilities enable communication over the right channel; web-self service, email, SMS, mail, phone, chat, at the right time. f Proactive service-level management enables value-based servicing for greater profitability and improved productivity. f Real-time analytics provide insight into key performance indicators (KPIs) to tightly monitor the business.

Intelligently Managing Customer Interactions across the Service Chain

f Enterprise case management bridges organizational stovepipes for improved productivity and reduced costs. f Rules-based contextual processing enables work automation and straight through processing. f Intuitive case portal with tools, timelines, and context. required to work on tasks empowers case workers. f Document support: add, check out, modify, collaborate. f Support for dynamic and ad hoc processes, including responding to events and adding or changing processes, sub-cases, tasks, or content based on events. f Dashboards to help caseworkers understand priorities at the case and caseload levels and give managers insight into performance.

Accelerating time-to-Value and Maximizing Business Agility

f Enables distributed collaborative development of customer experience strategies. f Simulate and test the potential enterprise-wide impact of customer strategies. f Graphically monitor, simulate and control business performance in real-time. f Capture decision and behavior data to record exactly how business is being executed.

f Feed information back to planners and managers who can continually refine strategies with Build for Change technology. f Directly capture business objectives and execute changes in a unified environment, replacing tedious paper specifications. f Automate the entire lifecycle of building, executing and continuously improving work automation solutions. f Quickly and authoritatively work top-down to sketch out a new process strategies, storyboard user screens, rules and indicate required integration points with drag and drop process mapping. f Apply policies and procedures consistently across all channels with native enterprise business rule engine. f Leverage SmartPaaS cloud services for instant deployment and elastic scaling.