Recognizing Pega application opportunities
Archived
2 Tasks
10 mins
Scenario
You are having lunch with Scott Smith, the Facilities VP, when you learn that Front Stage's campaign management has yielded unpredictable results over the past several months. Some prospects and existing customers complained to Front Stage about unsolicited calls and offers that are irrelevant to their business. Scott thinks that the company is missing the opportunity to engage prospects in a more personalized way, and asks if Pega offers a solution that can help.
Scott describes process of creating and tracking sales leads. Front Stage sales consultants track leads in a complicated spreadsheet and even though the spreadsheet does some automated calculations, the sales consultants find the spreadsheet difficult to use. All of the sales consultants do their jobs a little differently, and sales managers have difficulty calculating bonuses once the sales executive completes the deal. Scott explains that the process of bringing in new customers is tedious and can take weeks. The process of collecting necessary documentation is a manual and time-consuming process.
Scott explains that once the prospect becomes a customer, supporting customer requests can also be time-consuming. Depending on the reason for the customer call, the customer service representative logs in to a windows application and two separate web applications to resolve the issue. This process can take several minutes, and NPS scores continue to drop as a result. Front Stage customers also complain of rigid call center menu options and being transferred between multiple representatives to get a simple question answered.
After seeing the work done so far on the Event Booking application, Scott hopes that you can recommend a solution to help with other areas of the business.
Recommend one or more solutions to Scott that can address the business challenges he shared with you and transform Front Stage's business.
Detailed Tasks
1 Solution detail
You explain to Scott that Pega provides a solution for each of the problems he describes. You also offer to demo any of these application for him.
Pega Marketing and Customer Decision Hub
You recommend Pega Marketing and Customer Decision Hub to improve interactions with prospects and existing customers for upselling and cross selling new services. Based on previous interactions, Pega Marketing coupled with the Customer Decision Hub allows marketing teams to have context-based discussions with existing customers based on previous interactions with Front Stage. You tell Scott that the Customer Decision Hub allows the marketing teams to have context when talking to the customer, providing animproved experience for the customer.
Sales and Onboarding
You recommend Pega Sales Automation as the solution for managing lead and opportunity management. You explain to Scott that Sales Automation can transform how Front Stage tracks and manages leads through the sales process, and represents a vast improvement over using spreadsheets. Similarly, Pega Onboarding guides the onboarding specialists through the process of signing on a new customer and ensuring a consistent journey for new customers. You explain to Scott that both of these applications add the structure Front Stage needs to optimize its sales and onboarding functions, and can give Front Stage the faster time to market it needs to be the clear choice for event booking services.
Pega Customer Service and Robotics
Scott describes the perfect conditions to use the Pega Customer Service application coupled with Robotic Automation to transform the customer service experience. Depending on the type of work that needs to be done in the legacy applications, the solution could either be Robotic Desktop Automation or Robotic Process Automation. In either case, automating the work performed in legacy applications allows the customer service representative to focus on the customer interaction instead of spending time in the legacy applications while the customer is on the phone. Customer Service web self-service, routing capabilities, and the ability handle interactions through multiple channels results in an intelligent solution for managing customer interactions.
2 Solution alternatives
You could build your own solution to perform campaign management, lead and opportunity management, onboarding, and customer service. However, this would result in a missed opportunity to leverage Pega's applications to shorten time to market and ability to quickly deliver business value.