Pegasystems has unveiled a new solution that helps financial service institutions address a growing and critical need to dramatically improve the process for capturing and resolving customer inquiries across channels. The Service Request Manager solution features market-leading case management capabilities, automates work activities and guides front-office staff for optimal customer service.
The solution streamlines multi-channel customer inquiries and requests by Consolidating and simplifying information capture through a centralized inquiry and request process that can easily be specialized by channel, Ensuring consistent and accurate customer service with intelligent and guided processes and Providing transparency and insight into each request and its status through real-time information and tracking.
Today, approximately four out of every ten customer inquiries and requests to financial services firms require front-office employees to pass along work to the back-office in order to resolve. In many cases, both departments waste valuable time doing manual, and sometimes duplicate, work across soiled systems to process a single request. This leads to errors and lags time, increases operational risks and costs, and lowers customer satisfaction.
The Service Request Manager solution leverages dynamic, intelligent decision management to coach both front office staff and customers (via self-service channels) through the process of properly initiating a service request or inquiry. This control helps improve the level of service delivered right at the point of contact. This solution changes how inquiries are handled by improving quality and providing complete visibility into activities, status, and customer commitments for each specific inquiry. Financial services firms benefit from a more effective way to both increase customer satisfaction and control costs in customer service.
The solution's market-leading case management capabilities also free up employees from manual, inefficient tasks by automating work activities and driving support staff to intelligently route and rapidly fulfill client requests. These advanced capabilities support all the components of a customer’s request by actively monitoring and managing the various roles and processes.
