"BPM Company is our Pega knowledge partner"

A trusted collaboration, continued at Bovemij

Lex: “I already knew BPM Company before I started working at Bovemij. During my time at Leaseplan, I had worked with them in a pleasant and successful way. When I joined Bovemij as Pega Platform Lead, I appreciated that conversations with BPM Company were already being held. This allowed me to continue the collaboration seamlessly. We’ve now been working together for over a year and the project has become quite mature. By Pega standards it’s a relatively small-scale implementation, but in terms of content it is particularly interesting.”

 

Pega as an orchestration layer

“Within Bovemij, we use Pega for sales automation, customer service and process automation by building our own applications; we do this explicitly in a platform-based way. We were dealing with many different systems, including a backend system that needed to be replaced. Instead of a one-to-one replacement, we chose Pega as an orchestration layer: a layer on top of all solutions and systems. Pega orchestrates the entire process. That is exactly where its strength lies. You don’t build separate solutions, but one platform that controls the whole. This fits perfectly with Pega’s center-out philosophy, with a UI across multiple channels.

Within Pega, we create one central, consistent customer view, where data from different systems is brought together and orchestrated, and can be leveraged across all brands. These projects are currently ongoing. In the future, they will deliver significant efficiency gains and improved data quality. Everything is brought together in one central client database. Ultimately, this results in better service delivery: we have the right data available and can serve customers consistently and purposefully across multiple channels.”

 

Knowledge, language and depth of expertise

“BPM Company is our Pega knowledge partner. They bring a great deal of expertise in Constellation, App Studio and modern Pega development practices. This aligns well with how we want to set up our platform. In addition, they have extensive experience in and knowledge of the Dutch market and have a team of experienced, Dutch-speaking business architects. That makes a big difference, especially in complex engagements.”

 

The decisive factor: vision and partnership

“The local aspect is certainly important, but ultimately what is decisive for me is the shared vision: the way of thinking about how Pega is evolving and how you deal with that as an organization. BPM Company is a strong sparring partner in this respect, precisely because of that shared vision. This makes the collaboration very valuable for Bovemij.”

 

Short lines and a mature collaboration

“We work with short communication lines. At management level, we consult at least once a month. In addition, there is frequent operational contact, for example around the deployment and coaching of trainees. This combination of strategic alignment and day-to-day coordination ensures that the collaboration is mature, while remaining flexible.”

 

Flexibility in change and operations

“We are currently very much in a change mode. We want to transform and further develop. In that phase, it’s great to work with a flexible layer. But even later, when everything is in place and we move more towards governance and run, we will continue to engage BPM Company. They have specific knowledge and expertise, and it’s valuable to have a flexible capacity for changes and new initiatives.”

 

Training, Academy, and knowledge retention

“We regularly interact with the BPM Company Academy. The business architect trainings in particular are highly relevant for us. We expect to continue making use of these in the future. Training and knowledge retention are essential if you want to use a platform like Pega in a sustainable way.”

 

Looking ahead: AI and GenAI

“We are following developments in AI, and especially GenAI, with great interest. There may be opportunities here, particularly in customer service. In this area as well, BPM Company is a strong sparring partner. They contribute not only from a technological perspective, but also in terms of vision and practical applicability.”