Best practices for customer service implementations
A value-driven approach to Pega Express™ allows companies to move away from a phased framework. It presents core values and best practices that can apply across an entire organization, program, and project. A phased approach is still valid for clients or partners that desire a guided implementation. However, a value-driven approach aims only to create a simpler, easier-to-adopt way of realizing value.
Pega Express values-driven approach
The following figure shows the six core values of Pega Express:
- Solve the business problem
- Design great experiences
- Collaborate effectively
- Leverage the power of Pega Platform™
- Agility and scale
- Accelerate time to value
Several best practices complement each core value that can apply the client life cycle, and some best practices are relevant to multiple core values. One important aspect to remember is that the Pega implementation team does not perform all the best practices, and organizations should work towards integrating the practices into their own overall strategy.
Best practices for core values
This section presents a general set of guidelines, and clients work together with the Pega project team for a better understanding of the best practices.
You begin by identifying goals that solve the business problem to ensure that the solution identified through design thinking and built as the minimum lovable product (MLP) and its iterative releases achieves a return on investment.
Design great experiences to ensure that users more easily adopt the solution you defined and built. Remember that a human-centered design is the best approach to achieving the business outcome. Many of the tools and features that are included with Pega Platform help you increase the speed of delivery (through pre-built Microjourneys®) and maximize reuse.
To collaborate effectively, you establish a framework to share information and make decisions as needed. Governance and change management are critical in ensuring that you can maximize adoption and that teams positively receive the new ways of working. Thorough readiness and preparation, as well as co-production, can help ensure alignment of goals and practices between project participants and form a partnership between business and IT teams.
Leverage the power of Pega Platform and its low-code features for quick and simple implementations. The tools and features that are available in Pega Platform can identify and solve application health issues, and a reuse strategy can enable the application to extend to meet additional business needs quickly. Ensure that both business and IT teams can be proactive in the management and use of the application to correct issues as quickly as possible.
Agility and scale are critical to the success of any application. Ensure that you develop the stories with the most value-add first, and project teams deploy continuously, adapt to change, and easily gather feedback. You must ensure the integrity and quality of the technical delivery from the start of the project.
Accelerate time to value by working with an MLP to ensure the go-live happens quickly and generates value. Proceed to improve and iterate, keeping the delivery manageable and responsive to change. Remain focused on an end-to-end experience for end users that delivers functionality and adds immediate value.
Client success
Help clients overcome challenges by keeping your approach:
- Relevant and adoptable
- Simple and focused on Pega Express best practices
- Easy to apply
- Aligned to market trends
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