List of Pegasystems Customer Process Manager Customers
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Since 2010, our global team of researchers has been studying Pegasystems Customer Process Manager customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Pegasystems Customer Process Manager for CRM from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Pegasystems Customer Process Manager for CRM include: Aetna Inc, a United States based Insurance organisation with 50000 employees and revenues of $105.60 billion, Wells Fargo, a United States based Banking and Financial Services organisation with 205198 employees and revenues of $83.70 billion, Expedia, a United States based Professional Services organisation with 16500 employees and revenues of $13.69 billion, HCF Hospitals Contribution Fund Of Australia, a Australia based Insurance organisation with 1250 employees and revenues of $2.57 billion and many others.
Contact us if you need a completed and verified list of companies using Pegasystems Customer Process Manager, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Aetna Inc | Insurance | 50000 | $105.6B | United States | Pegasystems | Pegasystems Customer Process Manager | CRM | 2004 | n/a |
In 2004, Aetna Inc implemented Pegasystems Customer Process Manager, branded PegaHEALTH Customer Process Manager, to deliver contact center customer service. The Pegasystems Customer Process Manager deployment is recorded as a CRM implementation and targeted healthcare payer member and provider service processes in the United States, supporting roughly 13 million members and approximately 600,000 healthcare providers.
The implementation focused on enterprise contact center automation and one and done servicing, deploying workflow driven customer process automation to standardize inbound customer and provider interactions. Functional capabilities described in the announcement include case orchestration, automated routing and consolidated service handling to support single encounter resolution across payer and provider service lines.
Operational coverage centered on contact centers serving payer member and provider service functions across Aetna's US operations, aligning CRM process workflows with service agent case handling. Governance and process changes emphasized standardized servicing flows and scripted interaction orchestration, with Pegasystems Customer Process Manager operating as the core CRM workflow engine for contact center automation.
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Expedia | Professional Services | 16500 | $13.7B | United States | Pegasystems | Pegasystems Customer Process Manager | CRM | 2009 | n/a |
In 2009 Expedia deployed Pegasystems Customer Process Manager, a CRM application used to structure customer case handling across its contact operations. Expedia operates two core applications, Voyager and Pegasystems Customer Process Manager, with Voyager as an in-house Java booking platform used by roughly 9,000 call centre staff and Pegasystems Customer Process Manager providing case handling and interaction recording.
Pegasystems Customer Process Manager was configured to capture and document customer interactions, implementing case management, interaction logging and automated documentation capabilities consistent with CRM case handling workflows. The implementation emphasizes structured case records and automated capture of agent-customer exchanges to ensure a single documented interaction history for each customer.
Operationally CMP functions alongside Voyager within Expedias contact centre environment, supporting call centre and customer service functions rather than replacing the booking platform. The deployment scope centers on agent-facing case workflows and documented customer histories used in customer service operations.
Governance focused on standardizing case lifecycle and documentation processes, embedding structured case records into agent workflows and enabling consistent interaction logging and case documentation practices across service teams. The narrative of this implementation positions Pegasystems Customer Process Manager as the CRM case management backbone for Expedias customer interaction documentation.
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HCF Hospitals Contribution Fund Of Australia | Insurance | 1250 | $2.6B | Australia | Pegasystems | Pegasystems Customer Process Manager | CRM | 2004 | n/a |
In 2004 HCF, Hospitals Contribution Fund of Australia, implemented Pegasystems Customer Process Manager as part of its CRM deployment. Pegasystems listed HCF in its 2004 Form 10-K among healthcare customers, which supports inferred use of Pega Customer Process Manager and PegaHEALTH frameworks to manage payer and provider service processes across Australia.
The Pegasystems Customer Process Manager implementation emphasized enterprise case management, workflow orchestration, and rules-driven decisioning consistent with CRM functional capabilities, applied to membership administration, customer service and payer/provider service workflows. Configuration is inferred to have used PegaHEALTH healthcare templates to standardize clinical and provider interaction patterns, centralize process governance, and orchestrate case routing between contact center and back-office operations.
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Banking and Financial Services | 205198 | $83.7B | United States | Pegasystems | Pegasystems Customer Process Manager | CRM | 2018 | n/a |
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