Pega CRM is an enterprise customer support application chosen by the Belgium telecom provider Base. The Pega application provides a single, unified, familiar interface for Base customer service employees. It anticipates customer needs, and automates or intelligently guides each step of customer interactions, across any channel, to rapidly and continuously evolve Base customer service experience.
The brief for this project was to reflect the Base customer support requirements into the PEGA CRM while also considering the migration of the already implemented functionalities from an older version CRM system called NetCracker.
/An Agile framework
The team has worked under an Agile framework by prioritising the features needed into epics and stories so we can always keep track of our progress. Along with frequent stand-ups and review sessions we've also used collaboration tools such as Confluence and Jira to communicate with our remote dev team.
/Design and iterate
The Pega design system offers a massive library of components to customise your CRM system. My role was to design different user journeys using existing components and also check feasibility with the dev team.