An Escalator can never break: It can only become Stairs

When I heard this joke years ago, it really struck a note with me. In addition to being a good laugh, it also caused me to really think about how I go about designing software solutions for customers. Building systems in Pega, we are always looking for the best ways to automate and streamline processes, this often entails pulling data from multi ...



Next Gen Customer Communication Solution

It is a well-known fact that it costs six to seven times more to get a new customer than to retain an existing one. Customer service plays a pivotal role in customer retention, and it depends completely on customer communication because, ultimately communication is what differentiates between a poor, mediocre and great customer service.

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Where does the Serendebyte Pega ALM Integration Toolkit (PAT) Fit?

ALM, or Application Lifecycle Management solutions are a vital part of development projects. Properly used, the ALM solution provides clarity into a complex process for testers, developers, analysts and project managers, and can give project sponsors the high level dashboard type view they require to maintain visibility into a project’s he ...



BPM on the Cloud – Are we there yet !!! – Part 3

Once candidate applications are chosen to migrate to a cloud platform, it is time to decide the best option available and the desired final state of the solution. The three levels of cloud offering that could be utilized to migrate to a cloud environment are as follows,

a) Infrastructure as a Service (IaaS):

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Power up PRPC with the help of Integration !

We all know that Pega is one of the most powerful and leading BPM products in the market. Now, how do we make it more powerful? By integration. I would like to highlight some products that Serendebyte has successfully integrated Pega with.

Amazon Web Services (AWS):

At Serendebyte, we have used AWS to host ...



Archiving and Purging – Understand data and process managed by solution.

In my previous post, I had discussed about the high level steps for archiving, so at the next level, let us explore data in a typical BPM Application.

The data model designed in the solutions implemented in BPM platforms, allows the design team to extend and customise data models as per the requirements of the process being implemented ...



The Ten Commandments of Social Media Marketing

Social media marketing is an art that can be mastered only when approached in a disciplined fashion. Similar to every other form of art, it has fundamentals that should be given special attention. These fundamentals are the ground rules that must be adhered to in order to excel in this art.

I would like to refer to these fundamentals a ...



Archiving and Purging – BPM Data – Part I

In the current enterprise application landscape, most of the organizations prefer the leading BPM and case management vendors for their ability to automate and streamline business processes. Many of these vendor solutions collect the key process and interaction metrics and data to provide a clear insight into operations and to provide better wor ...



BPM on the Cloud – Are we there yet !! – Part 2

Today, most of the basic business processes around managing businesses like HR, Payroll, IT services, legal etc., can be managed using the available SaaS solutions. This fits the classic pattern of a disruptive solution that captures market share for non-core business processes at the lower end of the industry, targeting startup ...



BPM on the Cloud – Are we there yet !

There are now 3 million data centres in the US, and climbing ( Data centres are the backbone of cloud services, and the growth in the number of data centres signals the move of computing for large and small c ...



Digital Marketing - The New Age Marketing

Ten years ago if I were asked to accept a complete stranger’s feedback on a product I wanted to purchase, I would have refused. Today, we actively seek feedback/ product information on social media from friends, friends of friends and people we’ve never met before!

Marketing has gone through many generations of change. From ...



Mastering Pega’s Learning Curve

Pegasystems is one of the few vendors that truly can boast of a holistic suite of offerings across BPM, BRM, CRM, Dynamic Case Management, Marketing Automation and Predictive Analytics. As proof of this point, Gartner has rated Pega as a leader in the magic quadrant for BPM, CRM and Dynamic Case Management. This strong positioning in the market ...



Pega’s Customer Service Application – A truly CXM (Customer Experience Management) Solution

CRM or Customer Relationship Management has been around for decades. It has traditionally focused on sales activities and pipeline management. CRM has been used by organizations to record and track details about prospective customers as well as interactions with prospects and existing customers. Hence its primary goal was customer data managemen ...



How I Approached my CLSA Certification

It all started in Jan 2014 when a friend completed his CLSA (both part 1 and 2). I met him to discuss how he completed the certification. After the meeting I understood that success in CLSA is not something impossible or you would need “X” years of prerequisite experience.  But for sure, you should have very strong hands-on expe ...



Pega’s Approach to Care Management

The American Care Management Association (ACMA), defines care management as: “a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual’s and family’s comprehensive health needs through communication and available resources ...



My Top 3 challenges working in Distributed Teams

1. Denial

Whether we are trying to acquire new skills, vowing to kick bad habits or making a new year’s resolution, the oldest most effective defense mechanism preventing us from achieving our goals is denial. Scrum is one of the most used project management methodologies but often enough companies tend to chan ...



Loyalty Management – A Powerful tool for Digital Marketers

Loyalty Management is a popular customer engagement practice used by Marketing Managers to serve multiple objectives of better customer experience, improving retention, increasing customer lifetime value and profitability. Loyalty Management is particularly useful in an industry where customer attrition is high, brand loyalty is low, barriers to ...



Business behind BPM

Business Process Management (BPM), as a management discipline has been around for more than twenty years. In the 90’s, the concept of Business Process Reengineering (BPR) was introduced by Michael Hammer in Harvard Business Review. A few years later, Hammer and James Champy published their best-selling book “Reengineering   ...