Customer Centricity is at the core of every business today. Organizations across the world are moving towards Customer Centric process along with focusing on optimizing internal processes. Customer behavior is changing faster than expected and Organizations need to adapt to the change. The recent Thanksgiving Day statistics from Walmart reported 70% of online traffic through mobile, recent Thanksgiving Day is being touted as “m-Commerce explosion”. Customers expect their interactions to be seamless across various channels which is driving enterprises to build Customer centric processes.
In order to align with the new realities in the marketplace, how should enterprises implement Customer centric processes? Well, Customer centric processes needs to focus on seamless User experience, personalized offerings, Data driven decisions and flexible processes. The question is then “how do we achieve all this while at the same time making it scalable and future proof”? An enterprise going Digital needs to focus on digital strategy, people, processes & Platforms. Pega 7 is a digital solution for enterprise to achieve User Experience Design, Dynamic Case Management, Analytics and Process Data Virtualization. While there are various tools for the same, Pega 7, the market leader, is the answer to the “how” part of it.
Pega 7’s Customer centric approach covers the four tenets required to design and implement Customer centric processes. Pega 7 with a philosophy of “Design once, access anywhere” aligns itself with multi-channel experience and its superior focus on User experience makes it ideal for designing a seamless user journey. Being a leader in Dynamic Case Management, along with additional capabilities in the area of Federated Case Management, Pega 7 allows more thoughtful and ad hoc work to be configured easily. It offers a unified architecture that encompasses BPM, CRM and Analytics capabilities.
Pega 7’s ‘Adaptive & Predictive’ analytics engine offers cross-channel strategies that can learn from Customer interactions, and suggest the best offerings. Pega’s ‘Unified Architecture’ allows you to not only optimize the processes, but also make the right decisions for your customer - be it in offering the right product (or) offering a better service. ‘Next Best Action’ capability puts customer at the center and offers your enterprise powerful capabilities to create and manage propositions for your customer by constantly analyzing the predictive models and the Organizations business goals.
Let us take an example to understand how Pega 7 empowers customer centric enterprises.
Consider a case of an e-retailer who has the platform to sell products of multiple vendors. As the vendor community increases, their onboarding to the platform and monitoring as well as tracking the vendor feedbacks and comments from buyers becomes a continuous and cumbersome process. Additionally, for e-generation buyers, omni-channel unified experience with a focus on social, mobility and usability is a must. Pega 7 suite, with its rich and superior framework on customer onboarding and omni-channel UX enables ‘Build once and Run everywhere’ thus reducing the go-to-market time and at same time providing the unified experience to buyers.
Needless to specify, internal processes like order management, warehouse management etc. can be completely optimized in Pega. In addition, NBAM suite of Pega can be used to drive increased customer value and loyalty. Pega 7 BPM also provides the dynamic case management making it flexible and easier to track the vendors and their performance by integrating with social platforms and thereby enabling enterprises to analyze the comments by buyers. Thanksgiving Day also showed a great surge in customers using social networking sites for references. Pega 6 to Pega 7 is not just a change in version number, but a whole new set of capabilities built for your enterprise.