Suggesting top offers through Pega Customer Decision Hub integration with Pega Sales Automation

This video shows how to view the top offers and propose them to potential customers in Pega Sales Automation.

Myco, a leading telecom company, has taken a significant step towards improving its customer engagement by integrating its Sales Automation application with Customer Decision Hub. This strategic integration applies real-time, data-driven decision-making to generate personalized offers tailored to individual customer needs and preferences. The goal of this initiative is to enhance Myco's sales processes by suggesting relevant offers to potential contacts based on defined eligibility criteria to improve customer satisfaction and engagement.

To implement this business scenario, walk through the steps that the Sales Administrator, Anderson, takes to sign up a new customer named Sarah Connor and generate personalized offers for her.

To create the Sara Connor contact, in the navigation pane of Sales Automation, click Create > Contact, and then complete all the required fields such as First name, Last name, Phone number, Phone type, Email, and Email type.

In the Associated account section, in the Account type list, select Consumer. Select Account as New because the customer is a new contact. In the Relationship type list, select Customer, and then in the Role type list, select Decision maker.

After you finish entering all the mandatory details, click Submit to proceed.

Now, edit the contact to set the value of the Marital status list as Married. In the Gender list, select Female, and then in the Department list, select Operations. These fields act as the eligibility conditions for suggesting offers to customers. Submit the changes.

After the creation of the contact, Sales Automation automatically synchronizes the contact data to Customer Decision Hub in real time. To check whether the system properly synchronizes the contact data, log in to Customer Decision Hub, open the Contact Data Set, and then click Records. Sales Automation successfully synchronized the contact data, so it is time to create Actions or offers to suggest them to potential customers.

To create actions in Customer Decision Hub, click Contact, and then click Actions to create one or more actions.

Create a couple of actions for internet subscribers using the SA issue and Contact Actions group. The offers are:

• Fibre – 15% Off on U+ Fiber Optic Internet Plan – 1000 Mbps,
• FibreX – 25% Off on U+ Fiber Optic Internet Plan – 2000 Mbps, and
• Spectrum – 25% Off on U+ Fiber Optic Internet Plan - 3000 Mbps.

These offers are eligible only for new customers who are married and belong to the Operations department. After you create the actions, log in as a sales representative, and then open the Sara Connor contact. Expand the Utilities pane to see the top offers that this contact can receive. You can see the top three offers ranked based on propensity. An offer begins with a base propensity of 50 percent. The system calculates these propensities for contacts based on data such as offer acceptance and rejection. For example, if a customer accepts an offer, the propensity increases from 50 percent to a higher range.

You then suggest these offers to Sara Connor. If Sara shows interest, you accept the offer, which generates an opportunity. If she shows disinterest, you reject the offer. Offer acceptance or rejection information then syncs back to Customer Decision Hub.

On the Contacts landing page, there is a section called Top Offers, which lists all offers along with the offer name, propensity, contact name, email, and phone number. These contacts are the customers who are likely to accept the offers.

You have now reached the end of this video. You have learned how to view and propose the top offers to contacts.