Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Size: px
Start display at page:

Download "Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions"

Transcription

1 Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions

2 Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most relevant, personalized and streamlined customer experience possible. We were able to improve the ability for front-line staff to handle more inquiries during their first interaction with our customers and set credible client service commitments, driving higher overall customer satisfaction and per-client profitability. Martin Venema Program Director Royal Bank of Canada 2

3 Achieve the Best Possible Outcome for Your Customer and Your Business Pega revolutionizes customer relationship management (CRM) to deliver the ideal customer experience. Unlike traditional solutions that treat marketing, sales, onboarding and service as disconnected activities, Pega makes it easy to manage the entire customer life cycle. From delivering relevant offers and converting leads into sales to simplifying on-boarding and resolving complex inquiries, Pega effortlessly blends these activities into a seamless experience that can dramatically increase customer satisfaction, retention and profitability. Built on Pega s agile Build for Change technology, Pega CRM maximizes flexibility, enabling IT and business people to collaborate as never before to rapidly transform business goals into better business outcomes. Pega s unified platform can be built and deployed on the cloud or on-premise and moved transparently between these environments, so that IT organizations can significantly reduce effort, complexity, cost and risk. Whether you are looking for a complete, end-to-end solution or want to augment your current sales, marketing, on-boarding or service technology, Pega CRM has the perfect solution to meet your needs. Marketing Pega delivers a unified solution for coordinating marketing strategies across every outbound and inbound channel. Using sophisticated analytics, Pega continuously evaluate the customer and the situation to dynamically recommend the Next-Best-Action that successfully balances customer expectations with business goals. Sales Pega doesn t just capture data it manages the sales process from start to finish. By marrying traditional SFA capabilities with real-time processes that instantly adapt to best support each sales opportunity, Pega can automate the entire sales cycle. On-Boarding From point-of-sale to back-office fulfillment, you can automate the most complex on-boarding processes. Pega dynamically guides the process, instills best practices and enforces regulations to deliver a consistent, customer-centric experience. Customer Service With Pega, you can rapidly transform service strategies into streamlined processes that offer highly personalized interactions. Over every channel, Pega manages the process, delivering high rates of first-contact resolution and reducing training time while ensuring seamless hand-offs to the back office when additional work is needed. 3

4 Retail Banking, Card Services and Consumer Lending With Pega, you gain a unified solution for delivering customer-centric experiences while wringing inefficiency and cost out of every interaction. Pega simplifies, streamlines and connects all of your marketing, sales, on-boarding and service interactions so that your representatives can stay focused on the customer not the technology. In the Branch In the Contact Center Maximize campaign success. Pega s unified marketing solution delivers the most relevant offer at precisely the right time for coordinated campaigns across channels and lines of business. Surpass your sales targets. Pega unifies sales and marketing to automate the entire sales cycle and enable effortless transition between campaigns and sales management. Deliver customer-focused on-boarding. Pega s on-boarding solution streamlines the process from account set-up through fulfillment to make sure each interaction is a customer-centric experience. Resolve more issues at the point of contact. Intent-led processes guide representatives through inquiry resolution, while seamless integration with back-office systems makes sure issues needing further work are appropriately routed and managed. Increase first-call resoution. Pega s dynamic processes enable fast resolution by delivering exactly the right knowledge, screens, policies and procedures at just the right moment. Offer seamless service over every channel. Pega s unified channel management lets you build your channel strategy once and deploy everywhere for transparent service across all channels, including social media and mobile devices. Capitalize on every inbound interaction to improve customer lifetime value. Pega Next- Best-Action leverages analytics and contextual knowledge in real time to recommend offers or actions that are the most relevant to the customer and the situation. ` ` Reduce service time and costs. Adaptable case management and easy integration with enterprise systems orchestrates all of the people, processes, content and data needed for efficient service resolution. Pega s real-time decision management system acts as the brain of our operation, directing all of the treatments and interactions across channels. John DeMarchis SVP Customer Service Management PNC Financial Services Group 4

5 Wealth Management and Brokerage Offer exactly what your clients want and your business needs high-touch, clientcentric experiences delivered with production-line efficiency. Only Pega delivers a unified platform for managing work across the client life cycle and dynamically adapting each interaction to support your client segmentation strategies while promoting efficiency, consistency and compliance. For the Financial Advisor In the Client Contact Center Enhance the client relationship. A role-based advisor desktop integrates CRM with enterprise systems for real-time, client- and householdcentric visibility across every account and activity, including on-boarding and service cases. Process automation reduces the administrative burden for advisors, freeing them to spend more time with clients. Gain business control of campaign management. Pega s unified marketing solution makes it simple to design, execute and measure personalized, multi-channel campaign strategies without IT assistance. Increase selling success. Only Pega combines traditional SFA with dynamic processes to streamline sales execution. Pega automatically guides advisors, suggesting the Next-Best-Action to build the relationship. Eliminate the gap between sales and fulfillment. Pega s pre-built on-boarding solution automates every step and provides real-time insight throughout the process. Present one company to the customer. Enterprise case management provides real-time visibility into each client inquiry across every account, channel, product and line of business. Personalize interactions to increase sales. Pega s real-time Next-Best-Action provides contextual insight into the client and situation to recommend the most relevant cross-sell/up-sell offer. Deliver client-centric, high-efficiency onboarding. Pega s intent-led processes guide representatives through complex on-boarding, including automatic application of KYC requirements. ` ` Increase service efficiency. End-to-end workflow automation and simple, seamless integration with enterprise systems eliminates manual tasks and disconnected hand-offs to the back office. It s vitally important to have the right information at the right time when clients call, and our new system is making it easier than ever for them to talk to us. Leading North American Brokerage Firm 5

6 Institutional Capital Markets With Pega, every interaction becomes an opportunity to strengthen the client relationship. Pega dynamically adapts each process in real time, aligning the work with your representative s role, the client, interaction, product, channel, regulatory requirement and other business factors. The result is client-centric interactions delivered with maximum efficiency. For the Relationship Manager For the Service Agent Understand the total relationship. Pega s rolebased desktop provides real-time visibility across every account and relevant activity, including onboarding and service cases. Take control of the sales process. Pega combines traditional SFA with dynamic processes to automate the entire sales cycle, while adapting each process to account for the client and the situation. Efficiently initiate and track complex onboarding. Pega s pre-built solution for initiating and managing on-boarding eliminates manual form-filling while providing real-time insight throughout every step in the process. Increase productivity. End-to-end process automation seamlessly integrates the front and back office to reduce administrative burden, do away with manual hand-offs and provide complete transparency for every client service request. Deliver personalized, consistent service on a global scale. Holistic case management provides full transparency into the life cycle of every inquiry and request across channels, lines of business and geographies. Empower your clients. Pega s self-service portal offers transparency and service initiation including transactions exception investigations via the Web and mobile devices. Maximize service efficiency. Dynamic, rulesdriven processes, automated exceptions and investigations management and easy integration with enterprise systems eliminate manual tasks and disconnected hand-offs to the back office. ` ` Substantially reduce time to revenue. Pega s on-boarding solution streamlines the entire process across multiple departments, systems and channels, including automatic application of KYC requirements. 6

7 Commercial Banking Pega can revolutionize how you do business with your clients. Pega solutions are designed for rapid time to value with built-in commercial banking best practices, rules and processes all delivered on Pega s agile Build for Change technology. With Pega, you can offer far more client-focused, compliant experiences while dramatically reducing operational costs. For the Relationship Manager For the Client Support Team Optimize sales execution. Pega automatically applies your sales methodology, while dynamically adjusting the process to account for each client and situation. Offer client-focused on-boarding at lower cost. Total integration between Pega s Relationship Manager Gateway, on-boarding and KYC/FATCA solutions creates a seamless sales to on-boarding experience. Offer personalized service over every channel. Holistic case management delivers a transparent, real-time view into the life cycle of every inquiry and request across accounts, geographies and channels, including mobile devices. Deliver personalized service on a global scale. Real-time case management and unified channel management provide a complete view of each client. Maximize service efficiency. Guided processes, end-to-end workflow automation and automated exceptions and investigation management streamline service delivery. Empower your clients. Pega self-service solution makes it easy for clients to initiate and track service inquiries, requests and payment investigations via the Web and mobile devices. ` ` Reduce on-boarding from weeks to days. Pega delivers SLA transparency, ebam messaging and optionally integrated KYC capabilities to cut account on-boarding time from weeks to days. 7

8 About Pegasystems Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at Copyright 2012 Pegasystems Inc. All rights reserved. All trademarks are the property of their respective owners

Investing in Success Pega Solutions for Financial Service Institutions

Investing in Success Pega Solutions for Financial Service Institutions Investing in Success Pega Solutions for Financial Service Institutions Join many of the industry s largest and most influential financial services institutions including HSBC, JP Morgan Chase, Lloyds Banking

More information

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution

A Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world

More information

5 Steps to Optimizing Customer Value in Insurance

5 Steps to Optimizing Customer Value in Insurance 5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO

5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO INTRODUCTION 5 THINGS YOUR CUSTOMER SERVICE APPS MUST DO Customer service professionals know better than anyone how fast the world is changing. New channels,

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

INSURANCE Six Keys to Claims Optimization: How BPM Can Turn Vision into Reality

INSURANCE Six Keys to Claims Optimization: How BPM Can Turn Vision into Reality INSURANCE Six Keys to Claims Optimization: How BPM Can Turn Vision into Reality Executive Summary The Problem Effectively managing claims is a complex task. With so many steps and variations in each process,

More information

Your Customer Is In Control

Your Customer Is In Control Your Customer Is In Control A majority (74%) of buyers research their work purchases online (Forrester) The average deal has over 8 decision makers, a 43% increase from 3 years ago (IDC) Source: September

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Laurie Giandomenico VP, Brand & Global Programs Pegasystems

Laurie Giandomenico VP, Brand & Global Programs Pegasystems CRM EVOLVED 1 CRM Evolved Laurie Giandomenico VP, Brand & Global Programs Pegasystems If you have any questions, comments or feedback, please contact us. 02 CRM Evolved CONTENTS YOUR BUSINESS AND YOUR

More information

CUSTOMER SERVICE: WHAT IF YOU COULD.

CUSTOMER SERVICE: WHAT IF YOU COULD. CUSTOMER SERVICE: WHAT IF YOU COULD. Bill Marshall, Director, Pegasystems 1 BILL MARSHALL HEALTHCARE PRINCIPAL PEGA HEALTHCARE What if you could Excel in the Customer Journey 3 Excel in the Customer Journey

More information

CHECKLIST: IS YOUR CRM EVOLVED?

CHECKLIST: IS YOUR CRM EVOLVED? 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

More information

Process-Driven Knowledge Management

Process-Driven Knowledge Management Process-Driven Knowledge Management Right Content, Right Time Every Time A Pega ebook By: Steve Kraus, Senior Director, Product Marketing Pegasystems Knowledge Management and Surgery Imagine You are lying

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

CROSS INDUSTRY Award Winning Customer Service Solutions for Growth, Retention and Service Excellence

CROSS INDUSTRY Award Winning Customer Service Solutions for Growth, Retention and Service Excellence CROSS INDUSTRY Award Winning Customer Service Solutions for Growth, Retention and Service Excellence Customer Process Management: The Next Step Beyond CRM Healthcare organizations are increasingly looking

More information

Lexmark Enterprise Software. Transforming customer engagement

Lexmark Enterprise Software. Transforming customer engagement Lexmark Enterprise Software Transforming customer engagement Customer relationships are the lifeblood of your business Whether you serve businesses, consumers, patients, students or citizens, the quality

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Capgemini BizLender 360 An Integrated Straight Through Processing Solution for Business Lending Origination

Capgemini BizLender 360 An Integrated Straight Through Processing Solution for Business Lending Origination In Collaboration with SM Capgemini BizLender 360 An Integrated Straight Through Processing Solution for Business Lending Origination Using technology and expertise to boost efficiency, enhance decision

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

Pega Sales Automation for Insurance

Pega Sales Automation for Insurance Pega Sales Automation for Insurance Release Notes 7.13 Overview Pega helps carriers meet the competition head on by accelerating agent channel production and ensuring that agents are poised to sustain

More information

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call.

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Call Center Transformation Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Capitalize on your customers undivided attention. Now you can grow revenue

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

MiContact Center Outbound

MiContact Center Outbound MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and

More information

Capgemini BizLender 360 SM An Integrated Straight Through Processing Solution for Business Lending Origination

Capgemini BizLender 360 SM An Integrated Straight Through Processing Solution for Business Lending Origination Capgemini BizLender 360 SM An Integrated Straight Through Processing Solution for Business Lending Origination Using technology and expertise to boost efficiency, enhance decision making, improve compliance,

More information

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed

In 2001. in the Wasatch mountains of Utah Agile manifesto was signed The Agile Company In 2001 in the Wasatch mountains of Utah Agile manifesto was signed Manifesto for Agile Software Development Individuals and interactions over processes and tools Working software over

More information

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

Making Leaders Successful Every Day

Making Leaders Successful Every Day Making Leaders Successful Every Day Client Onboarding In The Age of The Customer Forrester Research Craig Le Clair VP, Principal Analyst Agenda Research goals and approach Current onboarding approach inconsistent

More information

T r e a s u r y Onboarding 2 0 12 Vendor

T r e a s u r y Onboarding 2 0 12 Vendor Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.620.5533 F.508.988.6761 www.idc-fi.com I DC MarketScape: North America T r e a s u r y Onboarding 2 0 12 Vendor Assessment I D C F i n

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey. Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and

More information

Automating the Back Office. How BPM can help improve productivity in the back office

Automating the Back Office. How BPM can help improve productivity in the back office Automating the Back Office How BPM can help improve productivity in the back office 2 TABLE OF CONTENTS 1 Introduction...3 2 Transformation of the Back Office...4 3 TIBCO Customer Examples...6 4 The Future

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING

INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING brochure MITEL MiCONTACT CENTER OUTBOUND INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING Does your business need to streamline your outbound contact center

More information

Strategies to Improve Efficiency Without Breaking the Bank

Strategies to Improve Efficiency Without Breaking the Bank Strategies to Improve Efficiency Without Breaking the Bank An Executive Perspective Authored by Gerard Gibney 1 Financial Services EXEcutive Perspective Retail banks see real opportunities to optimize

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

TOP 10. Strategies for Modernizing Workforce Optimization. ebook

TOP 10. Strategies for Modernizing Workforce Optimization. ebook TOP 10 Strategies for Modernizing Workforce Optimization ebook CONTACT CENTER OPERATIONAL CHALLENGES All over the world, contact center managers and operations teams face a number of challenges that can

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

Improving customer satisfaction and operational efficiencies with a proven portal solution.

Improving customer satisfaction and operational efficiencies with a proven portal solution. Portal solutions for the retail industry Executive brief October 2005 Improving customer satisfaction and operational efficiencies with a proven portal solution. Page 2 Contents 2 Executive summary 2 Retail

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

COMMUNICATIONS & MEDIA Driving Effective Customer Retention for Communications

COMMUNICATIONS & MEDIA Driving Effective Customer Retention for Communications COMMUNICATIONS & MEDIA Driving Effective Customer Retention for Communications Introduction In a world where penetration rates for services like mobile have reached more than 100% in many countries, Communications

More information

Oracle Service Cloud and Oracle Field Service Cloud Accelerator

Oracle Service Cloud and Oracle Field Service Cloud Accelerator Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate

More information

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,

More information

Enterprise Marketing Automation Platform

Enterprise Marketing Automation Platform Enterprise Marketing Automation Platform Marketing is undergoing a fundamental shift. Emerging channels such as email and mobile have created new and unique opportunities to reach a new generation of customers

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle Data Sheet NETSUITE BENEFITS Benefits experienced by organizations using NetSuite CRM+ include 1 : Improve sales productivity by 15%

More information

Improving Financial Advisor Productivity through Automation

Improving Financial Advisor Productivity through Automation Wealth Managment the way we see it Improving Financial Advisor Productivity through Automation How wealth management firms are embracing change by developing next generation advisor platforms Contents

More information

Vehicle Sales Management

Vehicle Sales Management Solution in Detail Automotive Executive Summary Contact Us Vehicle Sales Optimizing Your Wholesale Business Efficient Sales Collaborative Operation Faced with declining margins, automotive sales organizations

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

See What's Coming in Oracle Service Cloud

See What's Coming in Oracle Service Cloud bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Experience Business Success Invest in Microsoft CRM Today

Experience Business Success Invest in Microsoft CRM Today Experience Business Success Invest in Microsoft CRM Today Published: August 2005 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed

More information

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Now you can exceed customer expectation and remove process roadblocks to focus on profit, while accelerating

More information

SAP 360 Customer Powered by SAP HANA. Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013

SAP 360 Customer Powered by SAP HANA. Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013 SAP 360 Customer Powered by SAP HANA Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013 Empowered Customers are Changing the Rules Digitally Connected Socially Networked Informed

More information

Speakers. Steve Kraus Sr. Director, Product Marketing Pegasystems Inc.

Speakers. Steve Kraus Sr. Director, Product Marketing Pegasystems Inc. Speakers Steve Kraus Sr. Director, Product Marketing Pegasystems Inc. Steve Kraus is a Senior Director of Product Marketing at Pega, focused on CRM solutions. He brings more than fifteen years of experience

More information

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM Customer Engagement Gabriel Chan Financial Services Industry Dynamics CRM Cliché Lean and focus on customers Think like a designer and lead the way Mission : Empowering individuals & organisations to do

More information

Partnering for Business Value

Partnering for Business Value Partnering for Business Value Explore how Capgemini and Pegasystems have helped our clients transform customer relationships, reach new levels of agility, dramatically improve productivity, and generate

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS ORGANIZING YOUR BUSINESS OPTIMIZING YOUR CUSTOMERS EXPERIENCE BUILDING YOUR PIPELINE UNDERSTANDING YOUR METRICS OVERVIEW Building and maintaining a profitable

More information

Customer Relationship Management - a strategic approach

Customer Relationship Management - a strategic approach Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends

More information

Unisys Innovation Plan

Unisys Innovation Plan Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components

More information

Microsoft Dynamics CRM Solutions for Retail Banking

Microsoft Dynamics CRM Solutions for Retail Banking Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

SAP ERP OPERATIONS SOLUTION OVERVIEW

SAP ERP OPERATIONS SOLUTION OVERVIEW SAP ERP OPERATIONS SOLUTION OVERVIEW YOUR SUCCESS Solving business problems is the general criterion for measuring success... SAP provides us with the powerful tools we need to solve our business problems.

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

This paper looks at current order-to-pay challenges. ECM for Order-to-Pay. Maximize Operational Excellence

This paper looks at current order-to-pay challenges. ECM for Order-to-Pay. Maximize Operational Excellence J A N U A R Y 2 0 1 4 ECM for Order-to-Pay Maximize Operational Excellence This paper looks at current order-to-pay challenges and trends; what organizations should consider in an order-to-pay solution;

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

The 2-Tier Business Intelligence Imperative

The 2-Tier Business Intelligence Imperative Business Intelligence Imperative Enterprise-grade analytics that keeps pace with today s business speed Table of Contents 3 4 5 7 9 Overview The Historical Conundrum The Need For A New Class Of Platform

More information

Gain Business Insight and Achieve Sales Success with CRM

Gain Business Insight and Achieve Sales Success with CRM Gain Business Insight and Achieve Sales Success with CRM Salesboom.com Salesboom.com looks at the challenges businesses face in their attempts to increase sales success and the On-Demand Customer Relationship

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels

TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels Michel Jacobs EVP New Solutions Strategy Scott Cramer VP Channels Product Management Key Retail Banking Trends

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

On-Demand CRM Executive Brief

On-Demand CRM Executive Brief On-Demand CRM Executive Brief Grow Your Business, Not Your Support Costs Creating a cost-effective, multi-channel support operation with On-Demand CRM www.tatacommunications.com/enterprise/saas/crm.asp

More information

Software Solutions Digital Marketing Business Services. SugarCRM Community Edition for Small & Medium Enterprises

Software Solutions Digital Marketing Business Services. SugarCRM Community Edition for Small & Medium Enterprises Software Solutions Digital Marketing Business Services SugarCRM Community Edition for Small & Medium Enterprises Contents Introduction... 1 SugarCRM Community Edition (CE)... 1 Basic CRM Workflow... 2

More information

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center

More information

WHITE PAPER A companion piece to IBM s white paper: The Customer-Focused Contact Center

WHITE PAPER A companion piece to IBM s white paper: The Customer-Focused Contact Center Delivering Superior Customer Experiences in the Contact Center How Cincom Synchrony addresses six impact points of customer experience in the contact center WHITE PAPER A companion piece to IBM s white

More information

SDL LANGUAGE PLATFORM: TECHNOLOGY OVERVIEW. Karimulla Shaikh SVP Product Development, Language Technologies

SDL LANGUAGE PLATFORM: TECHNOLOGY OVERVIEW. Karimulla Shaikh SVP Product Development, Language Technologies SDL LANGUAGE PLATFORM: TECHNOLOGY OVERVIEW Karimulla Shaikh SVP Product Development, Language Technologies June 14, 2013 Language in Insights Customers Customer Journey Post-Purchase Pre-Purchase TV Ads

More information

Your relationships. Your information. Your CRM.

Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. In short, this means CRM without compromise. Your processes for identifying prospects, acquiring customers,

More information

Transportation Management

Transportation Management Inventory Optimization Transportation Management Distribution Management Order Management Store Inventory & Fulfillment Planning www.manh.com Delivering end-to-end visibility and control across your global

More information

Are Your Business Processes Holding You Back?

Are Your Business Processes Holding You Back? Are Your Business Processes Holding You Back? 5 REASONS FOR PROFESSIONAL SERVICES FIRMS TO INTEGRATE SALES, SERVICE AND FINANCE INTO A SINGLE CLOUD SOLUTION Contents INTEGRATING BUSINESS APPLICATIONS INTO

More information

SIX TIPS FOR PUTTING YOUR CRM INTO OVERDRIVE

SIX TIPS FOR PUTTING YOUR CRM INTO OVERDRIVE SIX TIPS FOR PUTTING YOUR CRM INTO OVERDRIVE TABLE OF CONTENTS Introduction Tip 1: Meet and Exceed Customer Expectations Every Time Tip 2: Provide the Right Data, to the Right People, at the Right Time

More information

CUSTOMER SERVICE ACCELERATOR

CUSTOMER SERVICE ACCELERATOR CUSTOMER SERVICE ACCELERATOR DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS Deliver Superior Customer Service Reduce Costs Enhance Customer Relationships

More information