CHECKLIST: IS YOUR CRM EVOLVED?

Transcription

1 CHECKLIST: IS YOUR CRM EVOLVED? Consumer expectations are rising. They expect each interaction with your organization whether via marketing, sales, service or operations to be seamless, straightforward and tailored to their needs. Customers who receive consistent and relevant experiences that deliver on their needs and preferences are more likely to remain loyal. If they re dissatisfied, it s easier than ever for them to take their business elsewhere and share their negative experience with others via their social network. These changes make it more challenging than ever to deliver a satisfying, efficient, and accurate customer experience. Whether you re responsible for delivering the overall customer journey, or focused specifically on improving your marketing, sales, service or operations, you recognize the need to meet your customer demands while at the same time increasing employee productivity. Your organization depends on strong, enterprise-grade Customer Relationship Management (CRM) software to strike this critical balance, now and in the future. Yesterday s CRM software simply can t keep up with today s demands. It s time for CRM to evolve. It s time for CRM software that enables your enterprise to: Connect customers to the people who can get things done Manage complexity Anticipate what s right for customers Deliver truly global customer service Evolve as fast as your customers do Evolve your current systems Run on the cloud and in your data centers This checklist compares the features of CRM applications from Pegasystems and Salesforce.com in each of these seven areas. It arms you with the questions you need to ask to ensure your CRM applications can evolve to meet your customer s rising expectations. pega.com/pegacan

2 MARKETING pega.com/pegacan

3 Your Enterprise needs to Pega Marketing Salesforce Marketing Cloud CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE IVR Integration Web self-service Mobile Chat Co-browse Field service management Social network integration Simple campaign management Guided desktop for sales and service personnel Industry-leading case management for executing fulfillment Industry-specific marketing strategies and data models

4 MANAGE COMPLEXITY Marketing portal for managing campaigns and programs Flexible business strategy designer Contextual marketing actions configured centrally and delivered across all channels Real-time in call redecisioning for action optimization Industry-leading business process management Industry-leading business rules engine Flexible perpetual, term, case-based, customer based & usage-based pricing models Built exclusively to scale to the needs of the fortune 1000 ANTICIPATE WHAT S RIGHT FOR CUSTOMERS Social sentiment analysis Predictive models for inbound offers Support for real-time offers Support for automated event triggered offers

5 Configurable decision strategies that leverage business rules, predictive analytics and self -learning adaptive models to deliver Next-Best-Actions Centralized hub for orchestrating customer decisions across all channels, systems and business objectives Next-Best-Actions delivered across the customer lifecycle: acquisition, upsell, cross sell, retention, nurture, risk Offer bundling Self-learning adaptive analytics Big data analytics Text analytics NPS survey functionality DELIVER TRULY GLOBAL MARKETING 360 View of the Customer Localization Multilanguage support

6 Reports and dashboards Segmentation Building Patented layered architecture for reuse and specialization EVOLVE AS FAST YOUR CUSTOMERS DO Industry leading mobile development platform A/B testing across all segments, actions and channels Simulation across all segments, actions and channels Visual strategy designer leveraging business rules, predictive analytics and self learning adaptive models to deliver Next-Best-Actions Case Lifecycle Management Designer 100% model-driven environment for business and IT collaboration Proven 6.4X faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel

7 EVOLVE YOUR CURRENT SYSTEMS Can be the system of record Support for REST and SOAP based interfaces Built-in adaptors for MQ, JMS, external databases Industry-leading process orchestration Integration Wizard with built-in support for MQ, JMS, external databases External content management connector Declarative data retrieval via Live Data Capable of capturing only interaction data without replicating customer data RUN ON THE CLOUD AND IN YOUR DATA CENTERS Cloud On Premise Hybrid Deployment - Cloud & On Premise Portable Between On Premise and Cloud

8 SALES & ONBOARDING pega.com/pegacan

9 Your Enterprise needs to Pega Sales Automation and Onboarding Salesforce Sales Cloud CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE Mobile Co-browse Outlook integration Social network integration Federated case management for connecting sales systems Industry-specialized operations applications Industry-specialized order configuration and fulfillment applications Industry-specific customer onboarding applications MANAGE COMPLEXITY Accounts and Contacts Collaboration Lead routing and assignment Opportunity tracking

10 Roles and permissions Territory management Campaigns Knowledge Management Document Management Outlook Integration Reports and Dashboards Industry-leading Case Management for managing complex sales cycles Industry-leading business process management Industry-leading business rules engine Subscription pricing Flexible perpetual, term, case-based, usage-based pricing models Built exclusively to scale to the needs of the Fortune 1000 ANTICIPATE WHAT S RIGHT FOR CUSTOMERS Social sentiment analysis

11 Customer surveys Lead scoring Real-time predictive analytics Self-learning adaptive analytics Text analytics NPS survey functionality Complex event processing DELIVER TRULY GLOBAL SALES AUTOMATION 360 View of the Customer Localization Multilanguage support Reports and dashboards Patented layered architecture for reuse and specialization Support for direct and indirect sales channels and within a single tenant

12 EVOLVE AS FAST YOUR CUSTOMERS DO Industry leading mobile development platform Configurable sales processes Case Lifecycle Management Designer 100% model-driven development environment for business and IT collaboration Proven 6.4x faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel 100% model-driven, responsive Ux designer for building multichannel UI without code EVOLVE YOUR CURRENT SYSTEMS Can be the system of record Support for REST and SOAP based interfaces Built-in adaptors for MQ, JMS, external databases Industry-leading process orchestration Integration Wizard with built-in support for MQ, JMS, external databases

13 External content management connector Declarative data retrieval via Live Data RUN ON THE CLOUD AND IN YOUR DATA CENTERS Cloud On Premise Hybrid Deployment - Cloud & On Premise Portable Between On Premise and Cloud

14 CUSTOMER SERVICE pega.com/pegacan

15 Your Enterprise needs to Pega Customer Service Salesforce Service Cloud CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE Computer Telephony Integration (CTI) Web self service Mobile Chat Co-browse Field service management Social network integration Recognized by leading analysts for Industry -leading case management Industry-specific operations applications (Investigations, Fulfillment, etc.) Federated Case Management

16 MANAGE COMPLEXITY Customer Service Agent Desktop Knowledge Management Agent Collaboration Rule-based Interaction Driver Contextual coaching tips Auto Suggested Tasks One Click audit log capture Recognized by key analysts for Industry leading business process management Recognized by key analysts for Industry leading business rules engine Subscription pricing Flexible perpetual, term, case-based, usage-based pricing models Built exclusively to scale to the needs of the Fortune 1000 ANTICIPATE WHAT S RIGHT FOR CUSTOMERS Social sentiment analysis

17 Customer surveys Real-time predictive analytics Self-learning adaptive analytics Text analytics NPS survey functionality DELIVER TRULY GLOBAL CUSTOMER SERVICE 360 View of the Customer Localization Multilanguage support Reports and dashboards Patented layered architecture for reuse and specialization EVOLVE AS FAST YOUR CUSTOMERS DO Industry leading mobile development platform Case Lifecycle Management Designer

18 Manager tools for configuring dialog scripting, suggested tasks and coaching tips in real time 100% model-driven development environment for business and IT collaboration Proven 6.4x faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel 100% model-driven, responsive UX designer for building multichannel UI without code EVOLVE YOUR CURRENT SYSTEMS Can be the system of record Support for REST and SOAP based interfaces Built-in adaptors for MQ, JMS, external databases Industry-leading process orchestration Integration Wizard with built-in support for MQ, JMS, external databases External content management connector Declarative data retrieval via Live Data

19 RUN ON THE CLOUD AND IN YOUR DATA CENTERS Cloud On Premise Hybrid Deployment - Cloud & On Premise Portable Between On Premise and Cloud

20 OPERATIONS pega.com/pegacan

21 Your Enterprise needs to Pega Operations Applications Salesforce CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE Computer Telephony Integration (CTI) Web self service Mobile Chat Co-browse Field service management Social network integration Recognized by leading analysts for Industry-leading case management Federated Case Management REDUCE COSTS WHILE KEEPING PACE WITH INDUSTRY REGULATORY AND MARKET CHANGES Disputes & payment exceptions for retail banking Handles 60% of the world s payment investigations

22 Automated checks for credit and duplicates, first chargeback, provisional credit, and small dollar write-off Built-in qualifications for each payment network Underwriting for group benefits Underwriting for commercial insurance Process and tools for risk classification Appetite determination, underwriting rule evaluation Model for deploying services that consume and respond to ACORD XML and ACORD eforms Smart claims engine Self-documenting claims processes for detailed audit requirements and regulatory compliance Pharmacovigilance Clinical Trials Management Spend Management

23 Fulfillment Control Center Industry-leading business process management Industry-leading business rules engine Subscription pricing Flexible perpetual, term, case-based, usage-based pricing models Built exclusively to scale to the needs of the fortune 1000 DELIVER TRULY GLOBAL OPERATIONS 360 View of the Customer Localization Multilanguage support Reports and dashboards Patented layered architecture for reuse and specialization EVOLVE AS FAST YOUR CUSTOMERS DO Industry leading mobile development platform Case Lifecycle Management Designer

24 100% model-driven development environment for business and IT collaboration Proven 6.4x faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel 100% model-driven, responsive UX designer for building multichannel UI without code EVOLVE YOUR CURRENT SYSTEMS Can be the system of record Support for REST and SOAP based interfaces Built-in adaptors for MQ, JMS, external databases Industry-leading process orchestration Integration Wizard with built-in support for MQ, JMS, external databases External content management connector Declarative data retrieval via Live Data

25 RUN ON THE CLOUD AND IN YOUR DATA CENTERS Cloud On Premise Hybrid Deployment - Cloud & On Premise Portable Between On Premise and Cloud Salesforce.com, SalesforceExactTarget and Social Marketing Cloud are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Pega and Pegasystems are registered trademarks of Pegasystems Inc. and Pegasystems owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners.