Customer Process Manager

Product Details

Pegasystems' industry-leading SmartBPM suite gives organizations the power to align customer service processes directly to business objectives. Insurers deliver a comprehensive CRM experience with the Customer Process Manager (CPM). Its intent-driven service experience dynamically matches the needs of a customer with the intent of the business at each interaction.

Insurers leverage this intent-led approach to understand why the policyholder is calling and then efficiently guide them through to the result they are seeking. Pegasystems' insurance integrates with existing legacy systems, current databases, even PDF files to provide a seamless electronic view of all relevant documentation. The better the information, the faster the caller's need can be addressed.

Pegasystems' technology helps leading insurers make dramatic improvements to their customer service experience by:

Improving average handling time and call wrap-up for customer and service operations.

Decreasing agent training time with custom intent-led processes.

Increasing agent, broker and policyholder self-service.
Eliminating manual customer service steps.

Growing agent and broker channel loyalty.

Decreasing the cost per call.

Increasing the “once and done” rate.