Problem: High credit card fees
Frank has a high-interest card and is accruing lots of additional fees.
Rising frustration
Frank begins to be frustrated by being hit with high interest and fees, and starts to explore other card options from other banks.
Lost Business
Frank calls customer service to cancel his card.
Without Pega
Customer needs go unmet
Customer Outcome
- Financial Hardship
- Poor Experience
- Service Frustration
Business Outcome
- Customer Churn
- Lost Revenue
- Competitor is Stronger
Problem: High credit card fees
Frank has a high-interest card and is accruing lots of additional fees.
Recognize the signals
Business uses propensity modeling to understand likelihood of Frank canceling his credit card, based on intent signals and payment patterns.
Respond in real time
To avoid Frank canceling his card, business presents offer of a card with a lower rate that better fits his needs (lower APR).
Retain a valuable relationship
Frank accepts the new offer and feels better about his financial situation. He's more likely to stay a customer long-term.
With Pega
Recognize. Resolve. Retain.
Customer Outcome
- Better Product Fit
- Improved Experience
- Higher Satisfaction
Business Outcome
- Avoid Churn
- Retained Revenue
- Higher Customer Lifetime Value (CLV)
How can you transform customer relationships with Pega?