Case study cm
CASE STUDY Efficient customer service management for enhanced capacity and digital transactions A South African digital-only retail bank operates via self-service kiosks and cloud-based applications. Their extensive use of technology eliminates the need for physical branches, enabling affordable banking for its customers. Project Challenges Project Solution Tools & Technologies Benefits Challenges Existing CSM services unable to support increasing volume Lack of robust security systems to incorporate Pega upgrades Time-consuming processes across multiple systems with various restrictions Outcomes Solved customer issues with reduced transaction processing time Enabled business users to handle Pega OOTB features like SLA reporting, auditing, and ad-hoc cases Trained customer data scientists to seek customer feedback using Pega email IVA with machine learning Enabled report personalization and scheduling, BIX reporting, CTI integration, and personal lending process Improved SLA tracking, and security audit logging Provided omnichannel interaction capability Replaced manual user actions with automated case life-cycle management and ensured zero down-time for future upgrades Abstract We at Areteans, enhanced our client’s existing customer service management process to handle their growing customer base and increasing digital interactions. Our domain expertise in financial accounting reduced transaction processing time, improved audit tracking, and enabled document generation for regulatory compliance. We enabled omnichannel capability, replaced manual user actions with automated case life-cycle management, and ensured zero down-time for future upgrades with Pega Cloud Support upgrades. Benefits Faster customer redressal Seamless omnichannel experience Quick time-to-market for future updates
Real-time contextual offers across multiple channels to meet the scale and performance needs
CASE STUDY Real-time contextual offers across multiple channels to meet the scale and performance needs Challenges Outcomes Abstract Benefits Challenges Lack of visibility of End-to-End order journey Lack of a platform to quickly onboard and enable the fulfillment of new products Lack of enforcement of standard business-defined agreements leads to delayed tasks and order completions. Unavoidable data issues lead to failure in automated processes and the creation of Carrier Provisioner Manual tasks. Outcomes 1-1, real-time, contextual offers < 200 MS New offers launched < 24 Hours Increased call volume from customers 90% Decrease in campaign time to market Geo-fencing offers increases relevance 90% Faster Net Promoter Setup Abstract Areteans delivered a unified customer conversation and a channel-agnostic experience to facilitate customer acquisition across our client’s sub-brands. We transformed siloed campaign-based marketing to Pega and provided a targeted 1:1 customer engagement platform. We showcased deep domain and Pega technology thought leadership in providing a comprehensive roadmap to smooth the migration. We worked together to improve agility, reduce time to market, and retain customers. Benefits • Pega Marketing to provides contextual, real-time decisions across their email, SMS, mobile app, mobile push, direct mail, telemarketing, geo-location, and NPS programs. • Developed the application in such a way that is self-sufficient for users to configure offers and run campaigns • Cross-sell/upsell data /mobile packages, re-contracting • Implemented mobile channels, Outbound mobile provide offers in 120 milliseconds • Integration to SMS server using Pega OOTB capabilities
Fulfillment journey from existing legacy system to Pega
CASE STUDY E2E Order fulfillment journey from existing legacy system to Pega Challenges Outcomes Abstract Benefits Challenges Multiple systems to maintain data and provision requests, status updates, and communications with Customers and PM. 3 systems for maintaining Booking for Engineers, Third Party Contractor and Turn Up Date data. Manage communications offline with Customers, Third Party Contractors, and Engineers without any traceability. Manual capture of planning data from the process is typically inaccurate, incomplete, tardy, and expensive Unable to visualize the field force outcome and this process, often leads to monthly manual reconciliations Manual capture of planning data from the process is typically inaccurate, incomplete, tardy, and expensive Unable to visualize the field force outcome and this process, often leads to monthly manual reconciliations Outcomes • Reduction of 60 min per Site Activation • End to End Fulfillment process for the below products • MSIP (Managed SIP) and it’s variant • SDWAN (Software Distributed WAN) • Generic Product Structure for rest • Automated tracking augmented by Status/Event-driven SLAs to provide proactive tracking of slippages to Activation/Withdrawals to address losses • Enable Accurate reconciliation with external partners • Platform setup to enable onboarding of new product fulfillment journeys with minimal effort Abstract Areteans delivered a unified customer conversation and a channel-agnostic experience to facilitate customer acquisition across our client’s sub-brands. We transformed siloed campaign-based marketing to Pega and provided a targeted 1:1 customer engagement platform. We showcased deep domain and Pega technology thought leadership in providing a comprehensive roadmap to smooth the migration. We worked together to improve agility, reduce time to market, and retain customers. Benefits Extensive exposure to the Telecom Domain and implementation of the eTOM framework Support for existing orders which were based on different Case hierarchies in parallel to a new solution Solution aligned with Business Process Framework to Create a common language for use across departments, systems, external partners, and suppliers, reducing cost and risk of system implementation, integration, and procurement. Distributed team across 6 cities, 3 countries, and 3 time zones heavily impacted by COVID
Sustainable Channel
CASE STUDY Sustainable channel-agnostic solution for 1:1 customer engagement A no-contract mobile phone provider with a revenue of 2 Billion USD, has a subscriber base of 21.69 million, and is present in more than 90 thousand locations. Challenges Outcomes Abstract Benefits Challenges Campaign-based marketing silos hindered customer experience High implementation costs for building complex targeted outbound campaign Staggering customer volume Multiple platforms affected customer retention Time-intensive operations carried by outdated technologies Lack of a personalized customer experience and unified channel Outcomes Reduced time to market for campaign post migration Increased the ability to launch multiple offers a day Improved ARPU by 10% Facilitated NBA driven inbound and outbound campaigns Provide personalized customer experience with intelligent segmentation Refined AI-driven offer capabilities Increased acceptance rate to 25% Abstract Areteans delivered a unified customer conversation and a channel-agnostic experience to facilitate customer acquisition across our client’s sub-brands. We transformed siloed campaign-based marketing to Pega and provided a targeted 1:1 customer engagement platform. We showcased deep domain and Pega technology thought leadership in providing a comprehensive roadmap to smooth the migration. We worked together to improve agility, reduce time to market, and retain customers. Benefits Designed a comprehensive transformation roadmap for migration Improved agility and reduced time to market Delivered a unified customer conversation