The companies will participate in joint engineering, business development and co-marketing and sales efforts. Pegasystems and Sun are delivering tested, integratable iForce[sm] solutions to customers such as Blue Cross Blue Shield of Massachusetts and Westdeutsche Landesbank Girozentrale (WestLB).
Sun and Pegasystems help enable fast implementation and maximized results, allowing companies to focus on their single most important concern; the customer. PegaCRM helps companies improve the efficiency, consistency and intelligence of their customer service operations. Within a framework of flexible rules that capture best practices unique to a company or industry, PegaCRM drives the automated fulfillment of a wide range of customer service requests across the web, call center and other points of contact. The solution will run on Sun’s Solaris[tm] Operating Environment, Sun Enterprise[tm] servers and Sun StorEdge[tm] disk arrays, resulting in a high level of scalability and reliability for systems operations and performance, an imperative for mission critical systems in healthcare and financial services.
Blue Cross Blue Shield of Massachusetts, a leading health insurance provider, deployed the CRM solution to enhance service to its members. By offering enhanced service through transactions such as claims status inquiries, eligibility and benefit information, primary care physician changes and provider searches, they will help reduce the time needed to train new Customer Service Representatives (CSRs), cut the number of steps required for a customer interaction, and minimize the amount of manual work needed to fulfill a customer request or transaction.
It is essential for healthcare organizations to incorporate rules-driven process automation into their strategy to make CRM investments work for them and their customers and achieve a Return On Investment (ROI), stated Joanne Galimi, Senior Analyst, Gartner.
Banking and healthcare customers demand solutions that will enable them to deliver consistent, quality service results. The Sun and Pegasystems alliance offers companies a solution that complements existing CRM solutions by adding process automation to streamline business processes across multiple channels of customer interaction. For example, WestLB has implemented the solution to automate payments investigations processing and to provide a single point of contact for all customer payment inquiries. By implementing a comprehensive solution that integrates back office and front office procedures, WestLB is now able to give users secure, real-time access to information.
Customer-oriented businesses like health insurance providers or financial institutions want an effective and efficient way to interface with their clients, said Masood Jabbar, executive vice president, Sun Microsystems, Inc. The flexibility of the Pegasystems rules-driven CRM solution, on the Sun platform, helps companies increase customer satisfaction and retention, lower operating costs and reduce potential financial risks associated with manual paper processes.
This relationship combines two essential CRM capabilities: Pegasystems’ process automation technology and Sun’s leading platform, recognized for its stability and performance. The result is a powerful, scalable and resilient solution that will help our customers make their CRM solution work, said Rick Jones, president and COO, Pegasystems. Additionally, Pegasystems is able to increase its market presence through its alliance with Sun, a strategy in line with our overall business goals.
PegaCRM helps companies improve the efficiency, consistency and intelligence of their customer service operations. Within a framework of flexible rules that capture best practices unique to a company or industry, PegaCRM drives the automated fulfillment of a wide range of customer service requests across the web, call center and other points of contact. The solution will run on Sun’s Solaris[tm] Operating Environment, Sun Enterprise[tm] servers and Sun StorEdge[tm] disk arrays, resulting in a high level of scalability and reliability for systems operations and performance, an imperative for mission critical systems in healthcare and financial services.
Pegasystems solutions running on the Sun platform will be installed in Sun’s iForce[sm] Ready Center and in the Pegasystems Center of Excellence, allowing customers to build proof-of-concept demonstrations to help reduce cost and accelerate implementation.
SOURCE; COMPANY PRESS RELEASE
