Pegasystems, the provider of rules-driven CRM systems that has had success in the securities industry with Clearstream and other clients, announced today that British United Provident Association (BUPA), a UK-based private healthcare organization, has gone live with its customer service management software.
First announced in January of this year, BUPA has implemented Pegasystems’ customer management system to improve customer care and process management over the Web and through its call centers.
Pegasystems has been working closely with BUPA to add enhanced functionality for resolving customer complaints, helping BUPA manage customer inquiries consistently and accurately across its business. The implementation’s second phase has included the expansion of the Pegasystems solution across BUPA’s service and sales divisions, helping to manage the customer experience throughout the lifecycle of a health policy.
The Pegasystems complaints solution interfaces with existing systems across BUPA, and brings together data that provides a rules-driven, customer-centric approach to managing each service interaction. Pegasystems’ intelligent process-management enables customer requests to be automatically processed or routed to an appropriate service representative to help provide timely and consistent customer responses. BUPA’s own best business practices are configured in the software, which helps guide the service representatives to provide customized, personalized service to each individual inquiry.
“We are radically changing the way we deliver service across our business so we can help to maximize positive interactions with our customers and sales teams in a cost-effective manner,” said Uwe Natho, IT director, BUPA. “Pegasystems software takes a large amount of data from our legacy systems and turns it into useful information that allows us to deliver a more personalized service to our customers.”
Pegasystems has worked closely with BUPA to build a flexible system architecture based on customizable business rules, which can be easily adapted to meet frequently changing market demands.
“We have created a strategic framework for customer service that is highly adaptable to growth across BUPA’s business,” said David Wells, vice president, Financial Services and Emerging Markets, Pegasystems. “We have worked closely with BUPA to design a rules-based system that maximizes its strength in healthcare and our expertise in service, helping to secure the highest possible level of service for each BUPA customer.”