Pega CRM Review - why 3.7 stars?

Shlomi Lavi / updated: May 12, 2022

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What is Pega CRM?

Pega CRM software is an enterprise-level, cloud-hosted customer relationship management system that offers integrated sales, marketing, as well as customer service capabilities within a single solution. The in-built marketing feature includes tools that help users to identify and recognize the varying customer behavior and suggest a course of action in regards to every customer.

Pega CRM software is a product by Pegasystems which is a 1993 Company situated in the US. In addition, the solution provides end-to-end automation, as well as artificial intelligence features that help to derive insights from customer engagements.

Pega CRM software is able to capture and link customer conversations across various channels which helps to anticipate their journey and stimulate it. Moreover, the solution allows for multiple integrations with Gmail, Outlook, and other numerous email service providers.

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Who is it best for?

Pega CRM is perfect for midsize companies and large industries that are looking for a CRM solution. Insurance, healthcare, auto and transport, public sector, communications and financial service providing organizations can use this software. Aegis, HSBC and BAA are some of the clients of Pega CRM.

Main features and functionalities

Pega CRM comes with sales cycle automation, customizable customer service agent scripts and desktops. Unified channel management and closed loop marketing solutions features. Most of the customer relationship management solutions give users a good deal of information but can make them toggle between various systems and have to find the best way to face customer inquiries by themselves. However, Pega CRM comes with intelligent automation to analyze the customer service inquiry and comes up with its optimal resolution. It can route the inquiries to the appropriate representative if the situation cannot be solved automatically.

It can be difficult for traditional CRM solution users to implement new business objectives as it requires facing expensive software programming project. However, it’s not the same with Pega CRM as users get complete control over controlling new process and service creation of this CRM solution. Other notable features of this software are: enterprise case management, communication support over email, phone, chat, SMS and web-self service, support for ad-hoc processes and document support.

What is the actual cost?

The cost of license starts at $90 per feature. ITQlick pricing score is 10 out of 10 (10 is most expensive). Access ITQlick pricing guide for Pega CRM. You can also find here pricing information from Pega CRM's website.

Pros

• Pega CRM is perfect for midsize and large industries including healthcare, insurance, financial services, retail and transportation industries
• Pega CRM offers call center management features for users unlike other similar tools
• The customer support of Pega CRM offers flexible service levels, from 24x7 enterprise support to smaller scale support
• The customer relationship management solution comes with expert services to guide you through every part to complete the workflow
• The customer relationship management software offers mailing list management feature unlike other similar tools

Cons

• Pega CRM doesn’t offer billing and invoicing features for users like other similar CRM tools
• Pega CRM can be difficult to customize which can be a problem for some users
• The customer support of Pega CRM offers 24x7 customer service only at an additional cost
• Creating a user-friendly UI using this customer relationship management solution can be difficult
• The customer relationship management software doesn’t offer much training options for users

How it stacks up?

Access a head to head analysis of Pega CRM vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Pega CRM right for you or your business?

Pega CRM software is well suited for large organizations that require to process large amounts of composite customer inquiries but can also be used by medium businesses. The software is precisely tailored to serve companies in industries like health care, financial services, insurance and more, who experience frequent changes in complex processes. Businesses in need of integrated sales, marketing, and customer service features, can use this platform.