One of the largest manufacturers of doors, windows and building materials in the US having operations at over 100 divisions. Their day-to-day operations involve Customer Service, Customer Care and Field Service.
Client wanted to transform the existing disparate IT landscape comprising Customer Service, Customer Care, Field Service and other key functional areas.The existing ecosystem led to creation of ‘white spaces’ across system boundaries thus resulting in sub-optimal experience for the end user and dropped satisfaction for the customer. Hence there was burning need for a Single Unified Platform to address all operational needs and maintain consistency of operations and architecture across all major functional areas.
JKT facilitated and supported the usage Pega 7, Customer Service Strategic Application and Field Service Management framework to streamline the IT landscape. Pega was integrated with Telephony infrastructure to ensure consistent handling of customer voice interactions with non voice email touchpoints. The underlying Progress based ERP solution was also integrated with Pega platform to ensure end to end transparency of quotes, orders, RGAs etc. – this was done keeping in mind Pega-Progress integration best practices and guidelines to avoid operational disruptions. Field Service Management component was leveraged to ensure optimal servicing of products by using advanced features such as skill based service technician assignments and route optimization.
- Omni-channel experience for customer with holistic perspective of interactions.
- Consistent handling of customer quotes and return goods authorization requests.
- Better request transparency leading to increased customer satisfaction scores.
- Improved user experience with single front-end.