SmartBPM® Solution Framework for "One and Done" Service Resolution

Many companies have relied on Customer Relationship Management (CRM) to increase customer loyalty and profitability, only to have the solutions fail to deliver on these promises. The reason?  While CRM gave customer service representatives (CSRs) a single view of the customer, it did not enable them to efficiently use this data to improve the customer experience or promote cross- and up-sell opportunities. Pegasystems' solution framework provides CSRs with only the available choices and data required to optimize the customer experience, guiding them through the appropriate actions to resolve a customer's issues.

Pegasystems' Customer Process Manager™ solution framework helps CSRs resolve most service requests at the point of customer contact, minimizing the need for further contact and back-office processing. The solution integrates with legacy and other back-end systems, allowing companies to leverage existing investments and simplify complex interactions that formerly required access to multiple systems. Customer Process Manager provides companies with best practice workflows for their most common service requests, and a solution framework for addressing their most challenging service issues, "one-and-done" right at the point of customer contact. Customer Process Manager uses intent-driven processing to understand why a customer is calling and prompt the agent with appropriate service activities, fee-generating services, and offers.  Finally, Pegasystems' rules-driven platform is built for change, enabling business users to instantaneously add or modify workflows, offers, and services to accommodate changing market and regulatory demands.

• Enhance customer experience — through intent-driven process automation
  • Process automation and systems integration minimize manual work and non-customer-facing activities such as data retrieval from multiple systems.
  • Interaction Driver™ prompts agents with suggested processes, such as when customers have an open service case or have missed a payment.
  • Smart Dialog™ scripts ensure agents comply with best practices and prompt for system messages or disclaimers.
  • Guided processing enables front-line agents to complete even the most complex service requests, reducing call transfers and training times.
• Sales and marketing automation — through offer and opportunity management
  • Smart Offers™ create targeted cross-sell/up-sell offers through an easy-to-use wizard.
  • The solution provides offer scripts, objection handling, and reporting of offer performance.
  • Opportunity management — by value, account, or territory — tracks, routes, and manages warm leads for maximum offer response.