CHECKLIST: IS YOUR CRM EVOLVED?

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CHECKLIST:

IS YOUR CRM EVOLVED?

Consumer expectations are rising. They expect

each interaction with your organization — whether via marketing, sales, service or operations — to be seamless, straightforward and tailored to their needs. Customers who receive consistent and relevant

experiences that deliver on their needs and preferences are more likely to remain loyal. If they’re dissatisfied, it’s easier than ever for them to take their business elsewhere and share their negative experience with others via their social network.

These changes make it more challenging than ever to deliver a satisfying, efficient, and accurate customer experience. Whether you’re responsible for delivering the overall customer journey, or focused specifically on improving your marketing, sales, service or operations, you recognize the need to meet your customer

demands while at the same time increasing employee productivity. Your organization depends on strong, enterprise-grade Customer Relationship Management (CRM) software to strike this critical balance, now and in the future.

Yesterday’s CRM software simply can’t keep up with today’s demands. It’s time for CRM to evolve. It’s time for CRM software that enables your enterprise to:

• Connect customers to the people who can get things done

• Manage complexity

• Anticipate what’s right for customers • Deliver truly global customer service • Evolve as fast as your customers do • Evolve your current systems

• Run on the cloud and in your data centers

This checklist compares the features of CRM applications from Pegasystems®_{and Salesforce.com}®_{in each of}

these seven areas. It arms you with the questions you need to ask to ensure your CRM applications can evolve to meet your customer’s rising expectations.

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MARKETING

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Your Enterprise needs to…

Pega

®

_Marketing

_Salesforce

®

_{Marketing Cloud}

™ IVR Integration Web self-service Mobile Chat Email Co-browse

Field service management Social network integration Simple campaign management Guided desktop for sales and service personnel

Industry-leading case management for executing fulfillment

Industry-specific marketing strategies and data models

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Marketing portal for managing campaigns and programs

Flexible business strategy designer

Contextual marketing actions configured centrally and delivered across all channels Real-time in call redecisioning for

action optimization

Industry-leading business process management

Industry-leading business rules engine Flexible perpetual, term, case-based, cus-tomer based & usage-based pricing models Built exclusively to scale to the needs of the fortune 1000

MANAGE COMPLEXITY

Social sentiment analysis

Predictive models for inbound offers Support for real-time offers

Support for automated event triggered offers

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Configurable decision strategies that lever-age business rules, predictive analytics and self -learning adaptive models to deliver Next-Best-Actions

Centralized hub for orchestrating customer decisions across all channels, systems and business objectives

Next-Best-Actions delivered across the customer lifecycle: acquisition, upsell, cross sell, retention, nurture, risk Offer bundling

Self-learning adaptive analytics Big data analytics

Text analytics

NPS survey functionality

360 View of the Customer Localization

Multilanguage support

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Reports and dashboards Segmentation Building

Patented layered architecture for reuse and specialization

Industry leading mobile development platform

A/B testing across all segments, actions and channels

Simulation across all segments, actions and channels

Visual strategy designer leveraging business rules, predictive analytics and self learning adaptive models to deliver Next-Best-Actions

Case Lifecycle Management Designer 100% model-driven environment for business and IT collaboration

Proven 6.4X faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel

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Can be the system of record Support for REST and SOAP based interfaces

Built-in adaptors for MQ, JMS, external databases

Industry-leading process orchestration Integration Wizard with built-in support for MQ, JMS, external databases

External content management connector Declarative data retrieval via Live Data Capable of capturing only interaction data without replicating customer data

Cloud On Premise

Hybrid Deployment - Cloud & On Premise Portable Between On Premise and Cloud

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SALES & ONBOARDING

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Your Enterprise needs to…

Pega

_{and Onboarding}

®

Sales Automation

Salesforce

®

_{Sales Cloud}

®

Mobile Co-browse

Outlook integration

Social network integration

Federated case management for connecting sales systems

Industry-specialized operations applications Industry-specialized order configuration and fulfillment applications

Industry-specific customer onboarding applications

Accounts and Contacts Collaboration

Lead routing and assignment Opportunity tracking

CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE

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Roles and permissions Territory management Campaigns Knowledge Management Document Management Outlook Integration Reports and Dashboards

Industry-leading Case Management for managing complex sales cycles

Industry-leading business rules engine Subscription pricing

Flexible perpetual, term, case-based, usage-based pricing models

Built exclusively to scale to the needs of the Fortune 1000

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Customer surveys Lead scoring

Real-time predictive analytics Self-learning adaptive analytics Text analytics

NPS survey functionality Complex event processing

Multilanguage support Reports and dashboards

Support for direct and indirect sales channels and within a single tenant

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Configurable sales processes

Case Lifecycle Management Designer 100% model-driven development environ-ment for business and IT collaboration Proven 6.4x faster than Java to build Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel

100% model-driven, responsive Ux designer for building multichannel UI without code

Can be the system of record

Support for REST and SOAP based interfaces Built-in adaptors for MQ, JMS, external databases

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External content management connector Declarative data retrieval via Live Data

Cloud On Premise

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CUSTOMER SERVICE

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Your Enterprise needs to…

Pega

®

_{Customer Service}

_Salesforce

®

_{Service Cloud}

®

Computer Telephony Integration (CTI) Web self service

Mobile Chat Email Co-browse

Field service management Social network integration

Recognized by leading analysts for Industry -leading case management Industry-specific operations applications (Investigations, Fulfillment, etc.)

Federated Case Management

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Customer Service Agent Desktop Knowledge Management

Agent Collaboration

Rule-based Interaction Driver Contextual coaching tips Auto Suggested Tasks One Click audit log capture

Recognized by key analysts for Industry leading business process management Recognized by key analysts for Industry leading business rules engine

Subscription pricing

Built exclusively to scale to the needs of the Fortune 1000

MANAGE COMPLEXITY

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Customer surveys

Real-time predictive analytics Self-learning adaptive analytics Text analytics

NPS survey functionality

Case Lifecycle Management Designer

DELIVER TRULY GLOBAL CUSTOMER SERVICE

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Manager tools for configuring dialog

scripting, suggested tasks and coaching tips in real time

100% model-driven development

environment for business and IT collaboration Proven 6.4x faster than Java to build

Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel

100% model-driven, responsive UX designer for building multichannel UI without code

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Cloud On Premise

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OPERATIONS

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Your Enterprise needs to…

Pega

®

_{Operations Applications}

_Salesforce

®

Computer Telephony Integration (CTI) Web self service

Mobile Chat Email Co-browse

Field service management Social network integration

Recognized by leading analysts for Industry-leading case management Federated Case Management

Disputes & payment exceptions for retail banking

Handles 60% of the world’s payment investigations

CONNECT CUSTOMERS TO THE PEOPLE WHO CAN GET THINGS DONE

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Automated checks for credit and duplicates, first chargeback, provisional credit, and small dollar write-off

Built-in qualifications for each payment network

Underwriting for group benefits

Underwriting for commercial insurance Process and tools for risk classification Appetite determination, underwriting rule evaluation

Model for deploying services that consume and respond to ACORD XML and ACORD eForms

Smart claims engine

Self-documenting claims processes for detailed audit requirements and regulatory compliance

Pharmacovigilance

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Fulfillment Control Center

Industry-leading business rules engine Subscription pricing

Built exclusively to scale to the needs of the fortune 1000

Case Lifecycle Management Designer

DELIVER TRULY GLOBAL OPERATIONS

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100% model-driven development

environment for business and IT collaboration Proven 6.4x faster than Java to build

Proven 8X faster than Java to change Proven 40X faster than Java to take to mobile channel

100% model-driven, responsive UX designer for building multichannel UI without code

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Cloud On Premise

Salesforce.com, SalesforceExactTarget and Social Marketing Cloud are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Pega and Pegasystems are registered trademarks of Pegasystems Inc. and Pegasystems owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners.