How to Deliver an Excellent Customer Experience at Exact Cost

1. The Business
Challenge:
How to Deliver an
Excellent Customer
Experience at
Exact Cost

2. The Business Challenge:
Client Client Client
IVR Phone Web Self Service Advisor Email/Mail/Fax
Relationship Manager CSR Business Partner
Silo’d Disconnected
Improve customer satisfaction Improve productivity
Reduce cost to maintain Reduce error rates
Reduce customer churn Reduce training times
Inflexible Manual
Legacy Systems 1 Legacy Systems 2 Legacy Systems n
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3. The Customer Service Challenge:
Deliver Personalized Service With Production Line Efficiency
Revenue & Satisfaction Efficiency & Cost Reduction
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4. In The Current Environment:
4 © 2011 Pegasystems Inc.

5. With Pega: Deliver the Intent Driven Experience:
•Personalized
•Guided
•Situational
•Unified
5 © 2011 Pegasystems Inc.

6. With Pega: Deliver the Intent Driven Experience :
6 © 2011 Pegasystems Inc.

7. With Pega: Deliver the Intent Driven Experience :
Mr. Gold
Stephen
Gold
7 © 2011 Pegasystems Inc.

8. In the Current Environment:
8 © 2011 Pegasystems Inc.

9. With Pega: A Seamless Cross Channel Experience
9 © 2011 Pegasystems Inc.

10. In the Current Environment:
Dear IT,
Please see the following
stack of requirements
that include our changes
The Business
10 © 2011 Pegasystems Inc.

11. With Pega: Directly Capture Your Objectives
Install CODE
11 © 2011 Pegasystems Inc.

12. The Pega Customer Service Solution:
Client Client Client
Cross-Channel Interaction Management
Web Services MQ
IVR etc..
Message, Phone Web Self Service Advisor Email/Mail/Fax
Relationship Manager CSR Business Partner
Case Management & Control
Account Onboarding
Transaction Dispute
Fraud Investigation
Missing Payment
Address Change
Account Opening
Statement Copy
Exception Mgmt
Check Order
Work
Automation
Legacy Systems 1 Legacy Systems 2 Legacy Systems n
12 © 2011 Pegasystems Inc.

13. Three Customer Examples:
Challenge Challenge Challenge
Prescription Solutions
Orange
RBC
• Support massive growth - $4b • Diverse support staff • How to decrease churn
to $18b over 5yrs distributed over diverse 8 and support all channels in
• Paper centric, manual regions and 14 fulfillment hyper competitive industry
processes groups • Increase margin
• High cost of compliance • Each group used different • Manage 150k expiring
Solution systems contracts per month
• No clear path to resolution or Solution
• CPM status
• Desktop + Web - Self Service • Decisioning & Analytics
• Phone, Branch, Fax, Email,
• Managing service and pre- Mail • Deployed to 100’s of
authorization processes CSR’s and thousands of
Solution stores
• Thousands of daily
transactions • SCM for Client Action and • Support offers that change
Request (CART) on a daily basis
• Across thousands of CSR’s
• Resolution across channels • Retention Strategies
• Daily changes to support new
and lines of business – front Result
products, prices, regulations,
and back office
Result Results • $2million increase in margin
• 50% reduction in AHT per month
• Significant reduction in time to • Increased retention 4%
• $2m savings is staff reduction resolution basic inquiries -
annually • Best Retailer and Best
from 5 days to 30 minutes
• Single source of truth for Customer Service per the
• Reduce head count 20% in 2010 Mobile Choice
guidelines support Consumer Awards
• Changes in hours vs. weeks • Eliminated user training
• Increase accuracy
13 © 2011 Pegasystems Inc.