Regardless of how advanced you are in your digital transformation journey, connecting with all of your customers, partners, processes, and products is never an easy task. Yes, every effort that you’ve made so far is a valuable step forward in driving optimal customer engagement, and prior Salesforce customer service investments are always worthwhile.
But, as many enterprises have discovered, scaling across a wide array of mission-critical processes, channels, and operations can demand an extra set of ingredients. In today’s challenging and rapidly evolving global environment, teams require increased levels of process efficiency and cost-reduction to deliver performance. Meanwhile, customers continue to demand seamless experiences.
Delivering the outcomes that both of these parties expect is essential, requiring intelligent, seamless front- and back-end processes that improve customer engagement and enterprise operations at once. This is where Pega comes in.
Pega can augment, extend, and reinforce your Salesforce deployment to help you drive greater results while slashing costs. By combining the end-to-end automation and features offered by the two, you can deliver truly connected customer experiences that reach across all of your interactions, touchpoints, business lines, and clouds.
A case is a record of an assessment, question or complication with a client. Cases can be used to document and resolve customer issues at a large scale. You can quickly and easily create, edit, locate and view cases using the case tab. Your customers can also create cases on your Customer Portal, Self-Service portal, or Chatter Answers.
Illustration: Salesforce’s one-dimensional case management.
Effectively remedying challenges, increasing operational efficiency, and providing seamless experiences means automating much more than service issue routing alone. It requires a full optimization of the actual work within a case, regardless of how long or sophisticated the process is.
With Pega, a case isn’t just a one-dimensional ticket that sends work through your organization; a case acts as the multi-dimensional framework of Pega’s core architecture. It enables the orchestration and execution of work itself (with less manual work). Cases are capable of adjusting to the dimensions of your business, such as the regions you operate in, the products you sell, and the channels and types of customers you engage with. Pega’s multi-dimensional case management expands and adapts with customer and agent micro journeys to deliver cross industrial insight.
Rather than having to create duplicate and disconnected case versions for each area of your business, Pega streamlines everything for you within a common enterprise model. Patented Situational Layer CakeTM architecture factors in the many dimensions of complex organizations, laying the groundwork with common elements and allowing administrators to customize as they see fit. Extending your existing Salesforce deployment with Pega means getting the ability to facilitate, reuse, and rein in complexity as business processes and regulations change over time.
Customer satisfaction is an important consideration for every business, so it’s no wonder why Salesforce Service Cloud has become so popular. This cloud-based customer service platform helps businesses better provide customer support, streamlining processes and connecting with customers in a meaningful way.
Salesforce Service Cloud helps businesses improve their standards with reduced costs and enhanced customer support. It’s Artificial Intelligence and automation enables users to close deals faster, while intelligent self-service and customized interaction tools go even further in the way of client convenience.
Salesforce upgrades your current case management with great capabilities, including:
Some interesting success stories:
Pega makes integration with your existing Salesforce investments and non-Salesforce infrastructure easy. With Pega Process Extender for Salesforce Lightning (available as a free download from the Pega MarketplaceTM), you can quickly integrate Pega capabilities with your Salesforce deployment to start driving better customer experiences right away.
Pega Process Extender for Salesforce provides both front-end and API-level integration to Salesforce orgs, enabling Salesforce applications to:
Pega Process Extender leverages Pega’s DX API to directly update cases in the Pega platform in real time – without the need for third-party integration software. The result?
A Unified Software Environment With an Excellent User Experience.
Illustration: Salesforce infused with Pega with complaint case examples.
Once you’ve integrated Pega Process Extender for Salesforce Lightning, dispatching is very straightforward. The following is an up-close look at a sample case process:
Salesforce Case Management’s functionalities empower users to record, track and solve customer issues across sales, service and support domains hassle-free. It offers them the ability to create cases either from an email (email to case), from a web form (web to case), or manually with licenses of internal support/service users logged into Salesforce. Queued case management and custom assignment and escalation rules go a step further to streamline processes and maximize the tool’s value. All of these elements come together to create a solution that any organization, big or small, can take advantage of in providing its customers and support staff with the best experience possible.
Failing to close necessary gaps means having to continue paying for opportunity costs you can go without. The reality is that addressing missing functionality, lost revenue opportunities, decreased user productivity, and inability to transition non-Salesforce processes to less expensive, self-service channels is easier than you may think. Pega has demonstrated proven results for enterprise organizations just like yours.