December 21, 2022

Stay focused on your customers even in 2023? Here’s how to do it 24/7!

Do you want to be able to stay focused on creating customer value even in the run-up to an audit, for example? Do you find manually retrieving transaction data from different sources and systems a waste of time? Do you want to feel ‘in-control’ 24/7 and say goodbye to error-prone manual work forever? In this blog, Floris de Groot, consultant at BPM Company, explains how Pega can help with this!

Pega simplifies time-consuming processes

When I started working in 2008, many processes were still manual, even in the insurance world. From experience, I know that preparing audits can then be enormously time-consuming. Not surprisingly, many organisations dread it. I have since found that working with the Pega platform can make your life a lot easier by digitising such processes.

Case management

Among other things, Pega digitises complex business processes and can be used for case management, for example. Here, it is important that all data belonging to the case are stored correctly and are always visible. This makes it easy for stakeholders to find out which steps have been taken and which data have been stored. With the Pega platform, all steps and actions in end-to-end processes can be performed and recorded. This information can be easily retrieved from the system again for both internal and external audit purposes. This puts you in control 24/7 and makes manual checks a thing of the past.

The Pega platform in practice

To make this a little more practical, here are some examples of how you can use the Pega platform, leaving you more time to focus on your customer.

1. Recording of process steps

The Pega platform can be used to – largely – automate end-to-end processes. For example, at an insurance institution, where all steps in a process, from application, to claim and payment, are tracked in Pega. All data needed in the process are automatically stored in Pega. If data needs to be retrieved, it is easy to trace which data served as input, who performed which actions when, and what the output of the case is.

2. Dashboard reports

Besides registration at case level, everything is also automatically tracked at a higher level of abstraction and even displayed in a dashboard report. You can compare these reports with those from Microsoft Power BI. Some examples are the number of customers who made an insurance application in a given period, the number of claims submitted, how many were approved, but also, for example, the number of claims.

3. Changes at field level

In addition, it is possible to store changes at the field value level. By tracking changes in customer records, you can analyse progress, and ensure proper compliance with orders and deliveries, for example. For example, in a shipping order, you can track how a shipping address changes and who made the change when. In case of problems with the shipping address, you can view details about the change and investigate further. This, in turn, is valuable information for the customer service department. In short: everything is easy to track.

Want to know more?

The possibilities with the Pega platform are endless. All of Pega’s out-of-the-box functionalities are built on the same platform. Think of the Pega Customer Decision Hub, Customer Service, Client Onboarding and Sales Automation. Wondering how Pega helps you gain more insight into your processes and possible improvements? Curious how Pega helps your organisation move forward? Feel free to contact us!