If you’re reading this blog post, you’re probably already using or are at least interested in Pega. And if you’re interested in Pega, that’s probably because you’re aware that the platform has a reputation for making it fast and simple to develop powerful business applications.
If so, you’re right about that. Forrester conducted a study that found Pega delivers 598% ROI with a three-month payback. What you may be surprised to learn, though, is that in Forrester’s analysis, costs from development savings are absolutely eclipsed by productivity savings from end-users. In fact, the savings companies see from increased productivity as a result of the apps that people create using Pega is 25 times that of the development savings!
And that insight – that the bulk of Pega’s value is in the apps – points to other areas where Pega can help grow your business’ bottom line. Because Pega goes well beyond improving the productivity of internal employees. They also improve the customer experience (CX) and enable you to increase the amount of revenue you see from customers. Here’s how:
Improving the CX
Pega has a number of pre-built applications in sales and marketing that enable organizations to provide a consistent, personalized omnichannel CX that rapidly adapts to changing customer expectations and evolving business needs. These apps just scratch the surface, but here’s a sampling of the kind of capabilities Pega provides:
Powerful customer analytics: With this app, organizations can track and evaluate the effectiveness of their marketing efforts across the board, including all channels, products and segments. But that’s only the beginning. Pega doesn’t just collect and analyze information about your customers. Pega enables your business to act on this information in real time.
Next Best Action: Pega enables organizations to respond one-to-one with customers in real time, because the analytics solution analyzes streaming data, identifies patterns and then initiates the next-best-action to achieve your marketing objectives. Using customer context, Pega can tell what cross-selling and upselling strategies and opportunities will work best in the moment, all of which increases sales. Even better, Pega can do this across all channels: mobile, chat, e-commerce and more.
Customer retention: Retaining customers is really all about retaining revenue and profits, so retention efforts should be focused on finding that balance between retention and making money. Significantly discounting your products to retain customers who aren’t going to spend a whole lot anyway is a great way to obliterate your profits, after all. Pega can crunch the data, understand the context and hit that sweet spot of a deal that keeps customers coming back while still ensuring you protect your margins while growing revenues.
CRM: More than a customer database, Pega CRM can automate contact center solutions to increase the effectiveness and efficiency of employees to address customer needs more accurately and rapidly. Organizations can segment business processes and services according to different categories of customers, product lines and even pilot programs. Marketers can rapidly create new processes to fit new needs without having to bring in a whole team of IT resources.
Hoverstate’s CX expertise
But while Pega’s CX capabilities to increase revenue and profits are already powerful, Hoverstate can bring the CX to an even higher level thanks to its dedicated team of CX experts. We don’t assume we know what your customers require from the Pega apps we build for you. Our team asks them, and often we uncover needs that your customers don’t even know they have.
What’s more, we design, test and then iterate to create a CX that’s intuitive and effortless for your customers to ensure there’s zero friction. And because we’re experts in both Pega and CX, we can leverage Pega’s already powerful capabilities to create a truly extraordinary app that your customers will love.
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