CRM Evolved Allianz Arena München

Transcription

1 CRM Evolved Allianz Arena München #CRMEvolved

2 CRM Evolved Applications Engineered for Evolution Don Schuerman CTO and VP, Product Marketing

3 Delivering On Customer Experience Used To Be Easy In-Person Visit a Sales Agent in Office Phone Call Customer Service Agent

4 Customer Journeys Are Now Dynamic Social Browse Community Forum Tweet About a Company 1 Web Browse a Company Website a Company Service Agent 2 In-Person Visit Store Talk with Sales Agent in Store 3 Phone Call Company Help Center Talk with Company Service Agent Transfer to Service Agent 4 Mobile Navigate an IVR on a Smartphone Receive Info via SMS 5

5 Complexity Makes This Hard Your first customer had a personalized experience Acquisitions Regulation Globalization Product Fracturing Customer Segmentation

6 A History of Customer Records Management Mainframe Green Screens Transactional Web-based CRM Self-service Client Server CRM 360 o View Cloud CRM Mobile, Social

7 What If You Could Manage complexity Break down the barriers between the front and back office Connect customers to Recognize value in 90 days outcomes Anticipate Provide a consistent customer customer experience across all businesses, needs channels and devices Rest assured knowing that your users Evolve will be as guided by a system that resolves fast as customers do issues exactly as you would do it yourself

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9 What Can CRM Evolved Do? Manage global complexity Connect customers to what matters Anticipate customer needs Evolve as fast as your customers

10 What Can CRM Evolved Do? With Manage Unified global CRM Applications complexity Connect That Seamlessly customers to Connect what matters Front and Back Office Anticipate customer In Real-Time needs While Evolve Treating as Every Customer fast as Like your Your First customers Customer COHERENT SEAMLESS RELEVANT IMMEDIATE

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12 8 of the Top 10 Credit Card Issuers 8 of the Top 10 Global Banks 6 of the Top 10 Communication Service Providers 10 of the Top 10 Largest Healthcare Payers 7 of the Top 10 Insurance Companies 8 of the Top 10 Life Science Companies 300M Serviced Constituents a Day

13 Applications for CRM Evolved Driving the end-to-end customer journey MARKETING SALES & ONBOARDING PLATFORM OPERATIONS CUSTOMER SERVICE

14 Applications for CRM Evolved Driving the end-to-end customer journey MARKETING SALES & ONBOARDING UNIFIED PLATFORM MODEL DRIVEN BUSINESS AND IT COLLABORATION PLATFORM WRAP & RENEW OMNI-CHANNEL UX OPERATIONS CUSTOMER SERVICE ON CLOUD OR PREMISE: SAME PRODUCT

15 Connect: Omni-channel User Experience Deliver coherent user experiences regardless of channel

16 Connect: Omni-channel User Experience Deliver coherent user experiences regardless of channel Adjusts across all channels & devices No additional development required Pega Web Mashup Pega Mobile Mashup

17 Connect: Case Lifecycle Management Manage requests from end-to-end RESULT Case Subjects Case Data Case Business Objectives Rules and Policies Collaboration Tasks Case Content Sub-Cases Case Events Processes and Dependencies

18 Pega Disputes and Payment Exceptions for Retail Banking Optimizing Dispute Management for Credit Card Service Excellence 50% reduction in back office staff Any call, any time, anywhere If you can get the customer experience right, everything else will fall into place Adrian Hopkins Sr. Manager Technology, Optimization & Solutions TD Phone Channel & Shared Services

19 Anticipate: Next-Best-Action Understand context and anticipate customer needs Timely CHANNELS Growth Contextual Service Consistent Customer Needs Business Objectives Retention Relevant Risk

20 Anticipate: Next-Best-Action Understand context and anticipate customer needs Timely CHANNELS Growth Real-time event detection Combine context with predictive & automated learning Contextual Consistent Relevant Customer Needs Business Objectives Service Drive most relevant interactions using omnichannel engagement Optimize Retention customer relationship and journey metrics Balance Risk business objectives with customer experiences

21 MAKING THE BEST DECISIONS RBS uses Pega Marketing to engage customers with relevant offers across all channels improving response rates by 25%

22 Evolve: Directly Capture Objectives (DCO) Deliver applications faster without writing code CONCEPT CONNECT CAPTURE Familiar business metaphors accessed through a web browser Easy forms guide & protect users Working models replace paper specs & requirements

23 ENABLING FAST IT Pega is the platform for the Cisco adaptive enterprise.

24 PEGA CRM CRM Evolved for Today s Customer Journeys Social Browse Community Forum Tweet About a Company 1 Web Browse a Facebook Page a Company Service Agent 2 In-Person Visit Store Talk with Sales Agent in Store 3 Phone Call Company Help Center Talk with Company Service Agent Transfer to Service Agent 4 Mobile Navigate an IVR on a Smartphone Receive Info via SMS 5

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