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

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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