Pega

Project Summary

PEGA CRM

Pega CRM is an enterprise customer support application used by the Belgium telecom provider Base. The Pega software application provides a single, unified, intuitive interface for Base customer service representatives. It anticipates customer needs, automates. and intelligently guides each step of customer interactions across any channel. It allows to rapidly and continuously evolve Base customer service experience.

THE BRIEF

Upgrading the framework

The brief for this project was to reflect the Base customer support requirements into the PEGA CRM while also considering the migration of the already implemented functionalities from an older version CRM system called NetCracker.

GENERAL ARCHITECTURE - USER FLOW FOR LIVE AND NON LIVE INTERACTIONS

GENERAL TASKS USER FLOW

In store, online or a direct phone call, Base customers have multiple points of interactions and PEGA is the platform offering solutions to all the customer support enquiries.

The customer support representatives can register a numbers of service items (tasks) for each enquiry such as:

- Order management

- Billing

- Upgrade packages and subscriptions

- Customer information management

- Customer products and services

WIREFRAMES - CUSTOMER 360 OVERVIEW

Customer 360 represents the general overview of the customer interaction. The dashboard provides relevant account detail, interaction history across channels, open and recent service requests. Customer information is also dynamically displayed based on the customer context and live customer interaction.

Pega

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Project Summary

Project Overview

The Brief

The Approach

Information Architecture

UI Design

PROJECT OVERVIEW