Putting customers and businesses first with Pega

Organizations' Quest for Improved Customer Experience and Agility

Organizations are constantly looking for ways to improve the customer experience and quickly adapt their services to customers in response to rapidly changing market conditions or laws and regulations. For example, customers expect a personalized customer journey regardless of the channel through which they engage with an organization. Within government organizations in particular, we see a strong need to quickly translate new laws and regulations into efficient business process execution with an agile and scalable IT landscape.

This quest is difficult and often disappointing in practice.

Three problems

There are many reasons why this quest is often so difficult for organizations, but in our practice we often see the following three problems that stand in the way of successfully delivering customer satisfaction and efficient work execution.

1. We see that the customer journey is not aligned across the different front-end channels, such as apps, mobile, email, telephony, chatbots, applications, etc., because the underlying processes and business rules are housed in the different channels, creating de facto new silos.

2. Back-end (legacy) systems often have a product-centric focus that does not align with customer needs and are often complex, making it slow to implement changes.

3. As a result, front-end channels and back-end (legacy) systems are not well connected. As a result, available data from the system of record is often not used sufficiently or in a timely manner to properly serve the customer, e.g., the status around a request or recommendation of a specific product/service, or to perform the work.

But the Pega low-code platform offers a surprising solution.

The question is how can organizations put the customer first, serve them with the right products/services, be agile, and execute business processes efficiently?

Pega's low-code platform

Pega's low-code platform provides a surprising yet simple answer to this question. Pega ensures that the business architecture, and therefore the front- and back-end systems, are centered around what matters: the customer. Pega calls this the center-out approach. The customer and the desired business outcome are at the center. They are linked by a customer journey. The use of (artificial) intelligent automation and dynamic case management ensures that the desired business outcome is realized. In addition, work within the organization is performed efficiently through intelligent work orchestration.

Businessmatters approach

Ordina uses its BusinessMatters approach to implementing the Pega platform. Business goals and customer value are key. Through co-creation, a close collaboration between the customer's business and Ordina's Pega High Performance teams, we ensure that we can quickly implement a working, agile and scalable solution.

Contact our Pega specialists

Interested or want to know more? Then feel free to contact Ordina RulesMatter's Pega specialists without obligation! Our Pega specialists have the in-depth knowledge and experience to handle the entire lifecycle of a case system. This includes consulting, discovery, design, realization, implementation, integration and management of Pega Case Systems.