Customer Service Business Challenges And Pegas Solution
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The document discusses a business challenge of delivering excellent customer experiences while reducing costs. It describes how current customer service environments have siloed systems and channels, making it difficult to provide unified, personalized service. The document then summarizes how the Pega software solution can help by providing an intent-driven, seamless cross-channel experience to improve satisfaction while increasing efficiency. It provides examples of three clients that achieved benefits like reduced resolution times, training costs, and increased retention through the Pega customer service solution.
Customer Service Business Challenges And Pegas Solution
- 1. The Business Challenge: How to Deliver an Excellent Customer Experience at Exact Cost
- 2. The Business Challenge: Client Client Client IVR Phone Web Self Service Advisor Email/Mail/Fax Relationship Manager CSR Business Partner Silo’d Disconnected Improve customer satisfaction Improve productivity Reduce cost to maintain Reduce error rates Reduce customer churn Reduce training times Inflexible Manual Legacy Systems 1 Legacy Systems 2 Legacy Systems n 2 © 2011 Pegasystems Inc.
- 3. The Customer Service Challenge: Deliver Personalized Service With Production Line Efficiency Revenue & Satisfaction Efficiency & Cost Reduction 3 © 2011 Pegasystems Inc.
- 4. In The Current Environment: 4 © 2011 Pegasystems Inc.
- 5. With Pega: Deliver the Intent Driven Experience: •Personalized •Guided •Situational •Unified 5 © 2011 Pegasystems Inc.
- 6. With Pega: Deliver the Intent Driven Experience : 6 © 2011 Pegasystems Inc.
- 7. With Pega: Deliver the Intent Driven Experience : Mr. Gold Stephen Gold 7 © 2011 Pegasystems Inc.
- 8. In the Current Environment: 8 © 2011 Pegasystems Inc.
- 9. With Pega: A Seamless Cross Channel Experience 9 © 2011 Pegasystems Inc.
- 10. In the Current Environment: Dear IT, Please see the following stack of requirements that include our changes The Business 10 © 2011 Pegasystems Inc.
- 11. With Pega: Directly Capture Your Objectives Install CODE 11 © 2011 Pegasystems Inc.
- 12. The Pega Customer Service Solution: Client Client Client Cross-Channel Interaction Management Web Services MQ IVR etc.. Message, Phone Web Self Service Advisor Email/Mail/Fax Relationship Manager CSR Business Partner Case Management & Control Account Onboarding Transaction Dispute Fraud Investigation Missing Payment Address Change Account Opening Statement Copy Exception Mgmt Check Order Work Automation Legacy Systems 1 Legacy Systems 2 Legacy Systems n 12 © 2011 Pegasystems Inc.
- 13. Three Customer Examples: Challenge Challenge Challenge Prescription Solutions Orange RBC • Support massive growth - $4b • Diverse support staff • How to decrease churn to $18b over 5yrs distributed over diverse 8 and support all channels in • Paper centric, manual regions and 14 fulfillment hyper competitive industry processes groups • Increase margin • High cost of compliance • Each group used different • Manage 150k expiring Solution systems contracts per month • No clear path to resolution or Solution • CPM status • Desktop + Web - Self Service • Decisioning & Analytics • Phone, Branch, Fax, Email, • Managing service and pre- Mail • Deployed to 100’s of authorization processes CSR’s and thousands of Solution stores • Thousands of daily transactions • SCM for Client Action and • Support offers that change Request (CART) on a daily basis • Across thousands of CSR’s • Resolution across channels • Retention Strategies • Daily changes to support new and lines of business – front Result products, prices, regulations, and back office Result Results • $2million increase in margin • 50% reduction in AHT per month • Significant reduction in time to • Increased retention 4% • $2m savings is staff reduction resolution basic inquiries - annually • Best Retailer and Best from 5 days to 30 minutes • Single source of truth for Customer Service per the • Reduce head count 20% in 2010 Mobile Choice guidelines support Consumer Awards • Changes in hours vs. weeks • Eliminated user training • Increase accuracy 13 © 2011 Pegasystems Inc.