Pega CRM Reviews

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.

Pega CRM has been instrumental in automation and streamlining the sales and customer service processes.

Because Pega is a low-code platform, many tasks are configurable, eliminating the need for custom coding from scratch. This allows for faster implementation – up to ten times faster. 

Many functionalities are readily available for drag-and-drop configuration. For example, sending an email to a customer requires simply dragging and dropping the "email" shape.

Similarly, Pega can listen to emails sent to various accounts. It can then process them, decide which user should handle the request, and route them accordingly.

This intelligent routing, including email listening, can be configured in just five minutes. Pega can identify the email header, and body, and send the body to an intelligent model for further processing and output generation. 

This low-code approach allows for way faster configuration compared to traditional methods like writing Java code or defining models.

The capabilities for customer engagement depend on how the Pega projects are implemented. In many places, the best practices are not followed. There's a tendency to over-customize and not leverage Pega's built-in features. 

If the implementation considers this and involves good quality business analysis to determine what to implement, what to avoid, and where to optimize processes, then the end-user experience is definitely optimized.

For example, let's say a customer is calling, and the call is received on a larger application. Pega goes through the customer's history, including their last few calls, geography, and any data stored in the Pega system of record. 

Based on this data, Pega suggests why this customer might be calling.

Additionally, if other customers with similar past interactions have called in the past year, Pega suggests what this customer is most likely to say and do based on those interactions. Based on this information, Pega offers suggestions and prompts that the customer service representative can use to ask the right questions.

Similarly, let's say a customer is reaching out on chat, and the chatbot is responding. In between the calls, the customer wants to switch to a call because the chatbot or even the re-chat with a real person isn't helpful. 

So, when the customer calls, Pega picks up the conversation from where it was left on the chat channel and continues on the call channel. This ensures the customer doesn't feel like they have to go through repetitive tasks and that the company or the customer's representative truly understands their needs. This provides a more positive experience for the customer.

So, these key features, like suggesting why a customer might be calling, picking up conversations from chat, etc., those are likely the drivers for improved customer satisfaction and retention.

Overall, CRM improved operational efficiency.

I have worked across various organisations as a software engineer. Pega CRM is used in the BFS domain, with multiple domains being a common scenario.

The case management feature is really valuable.

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.

Pega has given us flexibility and its locking mechanism enables multiple users to work on the same case seamlessly. You are notified when changes are being made but you're also able to work on top of that at the same time. This was not possible previously and it's given Pega a strong place in the case management market. 

We use Pega CRM for database purposes.

We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors.

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst.

I use the solution for the CRM module, especially for customers who prefer Pega CRM. My company provides consulting services for pharmaceutical companies.

Beneficial features in terms of customer engagement stem from the tool's layer cake architecture, which is one of its best functionalities because it allows the business analyst or people who do not have much technical knowledge to design a use case in the solution. You can show others a readily available demo feature provided by Pega CRM. The aforementioned two features are quite interesting. Pega CRM also provides robust, out-of-the-box workflows that generally fit customer needs. Pega CRM's users can avail the tool's out-of-the-box workflow for simple requirements. For complex requirements, Pega CRM can be a little difficult.

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.

Pega CRM has proven invaluable in addressing business challenges like hyper-personalization, which is increasingly relevant today. An illustrative scenario involves a banking example where a customer attempts to withdraw money from an ATM but doesn't complete the transaction. Later, when they log into the banking portal or app, the system recognizes their earlier attempt and offers relevant recommendations or options based on that interaction. Similarly, Pega CRM enables geo-specific use cases, such as notifying customers about nearby events or restaurant discounts based on their location. This capability extends across various channels, ensuring consistent and personalized experiences for customers regardless of how they engage with the system. Pega CRM's ability to maintain context across multiple channels is instrumental in delivering such tailored experiences.

The AI-driven decision-making capability within Pega CRM significantly impacts our customer interactions by providing intelligent recommendations. This functionality is a pivotal aspect of CRM, enabling seamless integration with call center applications. Through this integration, agents can access recommended options for specific users and identify products of potential interest to them. Moreover, if Pega CRM is utilized for an intelligent call center setup, it comprehensively captures and summarizes all customer-agent interactions, attaching them to relevant cases.

Customization of Pega CRM significantly impacts our workflow. Pega CRM provides clear segregation between customizable and non-customizable parts. Business rule components are areas where customization is encouraged, allowing users to add their own use cases, details, and business logic easily. This configurability is straightforward and operates within a local strategy framework.

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.

For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases. The performance is also better. But developers should be properly trained so that the solution is developed properly.

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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal.