Checklist Peg 72

CHECKLIST:
IS YOUR CRM EVOLVED?
Consumer expectations are rising. They expect Yesterdays CRM software simply cant keep up with
each interaction with your organization whether todays demands. Its time for CRM to evolve. Its time for
via marketing, sales, service or operations to be CRM software that enables your enterprise to:
seamless, straightforward and tailored to their needs.
Customers who receive consistent and relevant
experiences that deliver on their needs and preferences Connect customers to the people who can
are more likely to remain loyal. If theyre dissatisfied, get things done
its easier than ever for them to take their business Manage complexity
elsewhere and share their negative experience with
Anticipate whats right for customers
others via their social network.
Deliver truly global customer service
Evolve as fast as your customers do

These changes make it more challenging than ever to
deliver a satisfying, efficient, and accurate customer Evolve your current systems
experience. Whether youre responsible for delivering Run on the cloud and in your data centers
the overall customer journey, or focused specifically on
improving your marketing, sales, service or operations,
you recognize the need to meet your customer This checklist compares the features of CRM applications
demands while at the same time increasing employee from Pegasystems and Salesforce.com in each of
productivity. Your organization depends on strong, these seven areas. It arms you with the questions you
enterprise-grade Customer Relationship Management need to ask to ensure your CRM applications can evolve
(CRM) software to strike this critical balance, now and in to meet your customers rising expectations.
the future.
pega.com/pegacan
MARKETING
pega.com/pegacan
Your Enterprise needs to Pega Marketing Salesforce Marketing Cloud
CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE
IVR Integration
Web self-service
Mobile
Chat
Email
Co-browse
Field service management
Social network integration
Simple campaign management
Guided desktop for sales and

service personnel
Industry-leading case management for

executing fulfillment
Industry-specific marketing strategies

and data models
MANAGE COMPLEXITY
Marketing portal for managing

campaigns and programs
Flexible business strategy designer
Contextual marketing actions configured

centrally and delivered across all channels
Real-time in call redecisioning for

action optimization
Industry-leading business process

management
Industry-leading business rules engine
Flexible perpetual, term, case-based, cus-

tomer based & usage-based pricing models
Built exclusively to scale to the needs

of the fortune 1000
ANTICIPATE WHATS RIGHT FOR CUSTOMERS
Social sentiment analysis
Predictive models for inbound offers
Support for real-time offers
Support for automated event

triggered offers
Configurable decision strategies that lever-
age business rules, predictive analytics and
self -learning adaptive models to deliver
Next-Best-Actions
Centralized hub for orchestrating customer

decisions across all channels, systems and
business objectives
Next-Best-Actions delivered across the

customer lifecycle: acquisition, upsell,
cross sell, retention, nurture, risk
Offer bundling
Self-learning adaptive analytics
Big data analytics
Text analytics
NPS survey functionality
DELIVER TRULY GLOBAL MARKETING
360 View of the Customer
Localization
Multilanguage support
Reports and dashboards
Segmentation Building
Patented layered architecture for reuse

and specialization
EVOLVE AS FAST YOUR CUSTOMERS DO
Industry leading mobile development

platform
A/B testing across all segments, actions

and channels
Simulation across all segments, actions and

channels
Visual strategy designer leveraging

business rules, predictive analytics and
self learning adaptive models to deliver
Next-Best-Actions
Case Lifecycle Management Designer
100% model-driven environment for

business and IT collaboration
Proven 6.4X faster than Java to build
Proven 8X faster than Java to change
Proven 40X faster than Java to take to

mobile channel
EVOLVE YOUR CURRENT SYSTEMS
Can be the system of record
Support for REST and SOAP

based interfaces
Built-in adaptors for MQ, JMS, external

databases
Industry-leading process orchestration
Integration Wizard with built-in support for

MQ, JMS, external databases
External content management connector
Declarative data retrieval via Live Data
Capable of capturing only interaction data

without replicating customer data
RUN ON THE CLOUD AND IN YOUR DATA CENTERS
Cloud
On Premise
Hybrid Deployment - Cloud & On Premise
Portable Between On Premise and Cloud

SALES & ONBOARDING
pega.com/pegacan
Your Enterprise needs to Pega Sales Automation Salesforce Sales Cloud
and Onboarding
Mobile
Co-browse
Outlook integration
Federated case management for connecting

sales systems
Industry-specialized operations applications
Industry-specialized order configuration and

fulfillment applications
Industry-specific customer onboarding

applications
MANAGE COMPLEXITY
Accounts and Contacts
Collaboration
Lead routing and assignment
Opportunity tracking
Roles and permissions
Territory management
Campaigns
Knowledge Management
Document Management
Outlook Integration
Reports and Dashboards
Industry-leading Case Management for

managing complex sales cycles

management
Subscription pricing
Flexible perpetual, term, case-based,

usage-based pricing models
Built exclusively to scale to the needs of the

Fortune 1000

Customer surveys
Lead scoring
Real-time predictive analytics
Text analytics
Complex event processing
DELIVER TRULY GLOBAL SALES AUTOMATION
Localization
Patented layered architecture for reuse and

specialization
Support for direct and indirect sales

channels and within a single tenant
platform
Configurable sales processes
100% model-driven development environ-

ment for business and IT collaboration
Proven 6.4x faster than Java to build

mobile channel
100% model-driven, responsive Ux designer

for building multichannel UI without code
Support for REST and SOAP based interfaces

databases

Cloud
On Premise

CUSTOMER SERVICE
pega.com/pegacan
Your Enterprise needs to Pega Customer Service Salesforce Service Cloud
Computer Telephony Integration (CTI)
Web self service
Mobile
Chat
Email
Co-browse
Recognized by leading analysts for

Industry -leading case management
Industry-specific operations applications

(Investigations, Fulfillment, etc.)
Federated Case Management

MANAGE COMPLEXITY
Customer Service Agent Desktop
Knowledge Management
Agent Collaboration
Rule-based Interaction Driver
Contextual coaching tips
Auto Suggested Tasks
One Click audit log capture
Recognized by key analysts for Industry

leading business process management
Recognized by key analysts for Industry

leading business rules engine


Fortune 1000

Customer surveys
Real-time predictive analytics
Text analytics
DELIVER TRULY GLOBAL CUSTOMER SERVICE
Localization

specialization

platform

Manager tools for configuring dialog
scripting, suggested tasks and coaching tips
in real time
100% model-driven development

environment for business and IT collaboration

mobile channel
100% model-driven, responsive UX designer


databases


Cloud
On Premise

OPERATIONS
pega.com/pegacan
Your Enterprise needs to Pega Operations Applications Salesforce
Computer Telephony Integration (CTI)
Web self service
Mobile
Chat
Email
Co-browse
Recognized by leading analysts for

Industry-leading case management
Federated Case Management
REDUCE COSTS WHILE KEEPING PACE WITH INDUSTRY REGULATORY AND MARKET CHANGES
Disputes & payment exceptions for
retail banking
Handles 60% of the worlds payment

investigations
Automated checks for credit and duplicates,
first chargeback, provisional credit, and
small dollar write-off
Built-in qualifications for each payment

network
Underwriting for group benefits
Underwriting for commercial insurance
Process and tools for risk classification
Appetite determination, underwriting rule

evaluation
Model for deploying services that consume

and respond to ACORD XML and ACORD
eForms
Smart claims engine
Self-documenting claims processes for

detailed audit requirements and regulatory
compliance
Pharmacovigilance
Clinical Trials Management
Spend Management
Fulfillment Control Center

management


fortune 1000
DELIVER TRULY GLOBAL OPERATIONS
Localization

specialization

platform

100% model-driven development
environment for business and IT collaboration

mobile channel
100% model-driven, responsive UX designer


databases


Cloud
On Premise
Salesforce.com, SalesforceExactTarget and Social Marketing Cloud are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and
unregistered trademarks. Pega and Pegasystems are registered trademarks of Pegasystems Inc. and Pegasystems owns other registered and unregistered trademarks.
Other names used herein may be trademarks of their respective owners.

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CHECKLIST:

IS YOUR CRM EVOLVED?

Evolve as fast as your customers do

CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE

Field service management

Social network integration

Simple campaign management

Guided desktop for sales and

Industry-leading case management for

Industry-specific marketing strategies

Marketing portal for managing

Flexible business strategy designer

Contextual marketing actions configured

Real-time in call redecisioning for

Industry-leading business process

Industry-leading business rules engine

Flexible perpetual, term, case-based, cus-

Built exclusively to scale to the needs

ANTICIPATE WHATS RIGHT FOR CUSTOMERS

Social sentiment analysis

Predictive models for inbound offers

Support for real-time offers

Support for automated event

Centralized hub for orchestrating customer

Next-Best-Actions delivered across the

Self-learning adaptive analytics

Big data analytics

NPS survey functionality

DELIVER TRULY GLOBAL MARKETING

360 View of the Customer

Patented layered architecture for reuse

EVOLVE AS FAST YOUR CUSTOMERS DO

Industry leading mobile development

A/B testing across all segments, actions

Simulation across all segments, actions and

Visual strategy designer leveraging

Case Lifecycle Management Designer

100% model-driven environment for

Proven 6.4X faster than Java to build

Proven 8X faster than Java to change

Proven 40X faster than Java to take to

Can be the system of record

Support for REST and SOAP

Built-in adaptors for MQ, JMS, external

Industry-leading process orchestration

Integration Wizard with built-in support for

External content management connector

Declarative data retrieval via Live Data

Capable of capturing only interaction data

RUN ON THE CLOUD AND IN YOUR DATA CENTERS

Hybrid Deployment - Cloud & On Premise

Portable Between On Premise and Cloud

CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE

Social network integration

Federated case management for connecting

Industry-specialized operations applications

Industry-specialized order configuration and

Industry-specific customer onboarding

Accounts and Contacts

Lead routing and assignment

Reports and Dashboards

Industry-leading Case Management for

Industry-leading business process

Industry-leading business rules engine