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Enhances Consumer Experience

Enhances Consumer Experience

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51 views

Enhances Consumer Experience

Enhances Consumer Experience

Uploaded by

narendra239_qis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Pega CPM Enhances Consumer Experience for

a Global Food Products Company


Business Context
One of the worlds largest food companies, the client has a global presence.
Unable to keep pace with growing business demands, the clients call center
management system was proving inflexible and had frequent stability issues.
Unplanned downtimes increased costs incurred toward maintaining additional
staff.
Insights into customer feedback and interactions over multiple channels were
also limited due to multiple disjointed systems. Additionally, the client had
acquired several brands across different markets and providing a uniform
customer experience was a major challenge.
The client needed a future-ready solution that supported a consistent experience
across multiple customer touch points such as social media, phone and the
internet while providing round-the-clock availability.
The food products major partnered with Infosys to evaluate products that
met these requirements. Infosys recommended and successfully delivered a
solution based on the Pega Customer Process Manager (CPM) deployed on
the Cloud to ensure a highly accessible and positive customer experience.
2 | Infosys Case Study
Business Challenges
The inconsistent cross-channel customer experience delivered by the clients call center set-up was proving detrimental
to sustaining brand loyalty from customers. Customers needed a system that had high stability, was process driven, fully
integrated and easy-to-use. Some challenges that needed to be focused on were:
Integration of multiple consumer contact channels like phone, websites, fax, email and social media into a single system
Ability to handle diverse consumers, brands and geographies
Easily scalable to include new call centers and multiple languages
Solution Overview
The client partnered with Infosys to recommend and deploy a solution to help it meet its business objectives. After evaluating
several leading packages, Infosys suggested the Pega CPM solution deployed on the Cloud to help the client save upfront
capital costs and improve business agility. The solution enabled unified channel support to allow the customer service to
improve the consistency of interactions across channels and resolve cases on time.
Infosys enabled a user-friendly implementation with an intuitive configuration of customer processes that allow service agents
to have access to the right information at the right time with minimal training. This frees them of the need to keep a tab on
multiple systems.
With fault trees, analyses of product defects were partly automated leading to a drastic improvement in product quality.
The ability to perform surveys from within the application enhanced brand loyalty and knowledge management. Easy-to-
generate reports helped the client evaluate both system and customer agent performance, helping improve the overall customer
experience.
Key Solution Highlights
Some of the key features of the solution were:
Process-centric:
Process-driven customer services enabling content, offers, policies, and procedures to be presented in appropriate
contexts within an interaction
Consistent experience across channels
Guided, next step execution of consumer-centric processes
Reduced process or transaction cycle-times
Consistent process execution
Agility
Empowers business users to rapidly make business changes
Taps into enterprise master customer data without replication or consolidation
Rapid and seamless legacy integration
Intent-driven:
Tailor-made interactions with customer to suit the task at hand
Shorter introduction times for beginners, allowing them to have a fast, positive impact on the business
Case Management:
Pro-active management of service levels and Key Performance Indicators (KPIs)
Automatic audits and real-time analytics
Infosys Case Study | 3
Efficiency:
Increased value and profitability of operations
Reduced resource deployment and re-deployment costs
Reduced training and development costs
Infosys Approach
Infosys collaborated with the client and Pegasystems to implement a Pega CPM framework by leveraging the DCO (Direct
Capture of Objectives) and using the SmartBPM approach.
Infosys also leveraged Pega BEAM methodology in delivering this solution. The solution implementation was scheduled in
phases so that the core functions needed to run the call center could be implemented and rolled out to different countries in the
initial part of the time frame, without disrupting business. Infosys implemented the Pega CPM framework with a region-specific
framework and country-specific rules, making it easily extendable to new countries as and when required.
Business Benefits
The strategic replacement of the call center application has enabled the client to connect with multiple consumer contact
channels. The Cloud-based deployment has significantly reduced the cost of ownership and ensured high availability. The
Infosys-deployed Pega CPM solution has enabled business users to manage change easily and provided better usability and
process orientation to consumer services.
The solution has helped the customer gain the following benefits:
Flexibility:
Business users can manage business changes directly and avoid unneeded dependencies on IT
Brand Loyalty:
Improved brand loyalty with the integration of multiple channels
Higher customer satisfaction through quicker and more efficient case management by the call center agents
Better end-customer experience
Operational Benefits:
Drastically lower initial investment owing to the Cloud-based implementation
Improved scalability to set up new call centers in different geographies
Reduced training and development costs
Increased availability
New Business Opportunities:
Improved insights into consumer behavior based on consumer feedback and through integration with social media,
thus helping identify new business opportunities

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