Your Customer Is In Control

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3 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 12, 2014 The CIO's Blueprint For Strategy In The Age Of The Customer, Forrester report

4 CRM Adoption Yields Results Pega CRM Platform PEGA MARKETING PEGA SALES AUTOMATION PEGA CUSTOMER SERVICE HR Finance Service Marketing Sales Fulfillment Great customer experiences have a quantifiable impact in terms of cross sell, retention, and advocacy (Forrester) 91% have higher attainment of sales quota and 61% use intelligence and analytics to increase lead quality and maximize selling time (Aberdeen)

5 Root Causes Of Sales Inability to Drive Loyalty Compliance Limited Wrong or or customer system missed satisfaction adoption opportunities issues Poor visibility into end to end process Customer retention, advocacy, cross sell issues SYMPTOMS Lack of intelligent guidance and true automation Gaps between desired methodology and execution Poor omnichannel visibility and engagement Not meeting quota; forecast inaccuracies Seller / Manager time not used effectively Manual / offline processes; aging systems Limited ability to integrate systems and specialize

6 A Look Under the Covers

7 Intelligent guidance to ensure every customer interaction is relevant Prioritize next best sales actions or offers using adaptive and predictive analytics Make an offer and opportunity creation and fulfillment is automated Offers are personal and relevant to the client and effortless to execute 7

8 Personalized analytics and dashboards to drive deeper customer and sales insights Graphical, interactive dashboard capabilities on desktop and mobile Sales reps and managers can personalize their dashboard content Existing widget library for common sales metrics pipeline, win rate, goal attainment, lead conversion, etc 8

9 Automated sales to fulfillment processes to ensure streamlined operations and satisfied customers Guide reps through required steps and model different sales methodologies to improve qualification Quickly adapt and change sales methodologies based on market conditions Automate and unify key activities to streamline the process 9

10 Outlook integration to support 24x7x365 customer engagement Real-time insight into Sales Automation from an embedded Outlook side panel Displays all Contacts, Leads and Opportunities related to the selected or appointment Sync the or appointments into Sales Automation with one click 10

11 Unified mobile capabilities to extend sales to any customer location Geo Location in SFA for every Contact and Account Maps, Directions, and Find contacts nearby Mobile push notifications When the underlying application changes, no separate projects or maintenance required Choose responsive web, Pega Mobile Client, Pega Mobile Mashup, or native SDK 11

12 Extended support for the customer via partner and agent channels Support Tied and Independent agents in a single deployment Support global territory structures and see rolled up forecasts / pipeline Flexible, n-tier structure (4 layers shown below, could be 4000 layers) 12

13 Unified applications ensure a single view of the customer and quick time to market Client Onboarding & KYC (Financial) Order Capture & Configuration (Communications) Sales & Enrollment (Healthcare) Distribution Mgmt (Insurance)

14 Unified CRM platform allows you to understand, engage and serve clients Easily leverage offers and treatments created by Marketing Conduct segmentation and deploy campaigns from the Campaign dashboard Generate leads and monitor engagement history and propensity models 14

15 Vertical applications allow you to leverage pre-built specialized processes : CSP example Lead / Opportunity Config / Price / Quote Fulfill Service PEGA SALES AUTOMATION PEGA ORDER CAPTURE AND CONFIGURATION PEGA FULFILLMENT CONTROL CENTER PEGA CUSTOMER SERVICE

16 Customer Success

17 NEW RETAIL ACCOUNT AND ADD-ON SALES A 50% increase in activation for account add-on services across 500 branches in 15 countries 17

18 MORE AUTO INSURANCE SALES WITH INDEPENDENT AGENTS A 30% increase in overall efficiency for 135,000 agents across web, tablet, and smartphones 18

19 SALES EXPANSION IN A GROWTH MARKET An 80% reuse rate of existing applications and go live in 3 months with a new sales portal 19

20 Why Pega Sales Automation? Intelligently guide sellers with rules and analytics Support complex product and territory processes Bridge front and back office applications Unify islands of customer data and deploy on any channel Run on premise or as a cloud-delivered service 20

21 Visit Us Session Name Taking Group Sales To The Next Level At Florida Blue AIG Japan Reinventing Insurance Seamless Customer Engagement: A Panel Featuring Fallon Health, UnitedHealth Group, Allianz & Accenture Demos in the Tech Pavilion Date/Time/Location TODAY 3:30 PM; Panzacola F-4 Jun 9; 9:45 AM; Sebastian Ballroom Jun 9; 2:15 PM; Panzacola H- 1 Tech pavilion, various times 21

22 Q & A

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