Manage Customer Circumstance
The Manage Customer Circumstance Microjourney™ in Pega Customer Service™ for Financial Services provides a framework to support complex flows, in which customers can report rare events that require exceptional handling. For example, COVID-19, storms, or other natural disasters can impact a customer's ability to repay bank liabilities; a car accident would require designation of a proxy.
This use case provides customers with several options for submitting required information. Customers can securely upload the required documents through a web self-service portal or through a branch contact, or can mail the documents to a back office. Additionally, you can extend this microjourney to add extra steps for processing of the request.
This use case provides customers with several options for submitting required information. Customers can securely upload the required documents through a web self-service portal or through a branch contact, or can mail the documents to a back office. Additionally, you can extend this microjourney to add extra steps for processing of the request.
The Manage Customer Circumstance Microjourney is available in multiple channels, with web self-service being the most commonly accessed.
Customers can start requests and provide documentation in different channels, but the Microjourney is completed in the back-office.
Web Self-Service: The primary channel by which customers report special circumstances.
Web Self-Service
Customers can provide the necessary information and conveniently upload supporting documents by using Web Self-Service. They can also choose to send their documents by mail, or bring them to a branch office. Web Self-Service is the most commonly used of all available channels.
- Customers specify the circumstance.
- Customers provide information specific to the circumstance. In the case of a natural disaster, for example, they select the type of disaster, when and where it happened, and how many months of payment deferral they are requesting.
- Customers select the method by which they will provide their documentation. If they select the online method, they can upload the documents right away.
Interaction portal
This Microjourney is available in the Interaction portal so that customers can talk to a person when a stressful situation requires special treatment. The steps are the same as for Web Self-Service, however, customers interacting by telephone must switch to another channel to submit their documents.
- A new simplified confirmation screen provides actionable, relevant information so that the customer knows what to expect.
Interaction portal: CSRs can speak to customers about situations that require special treatment and provide customers with the appropriate next steps.
Back-office channel: The default portal through which the back-office worker can approve or reject a request.
Back-office portal
This microjourney requires a specialized resource to analyze the submitted request and decide whether to approve it.
- The back-office worker decides whether to approve or reject the request. Additionally, they also have the opportunity to identify any documentation errors so that the customer can fix them.
- The back-office worker can also enter any feedback to the customer in an automated email.
App Studio provides personas, stages and steps, and data objects in one window.
Personas
Personas help you to group users according to the cases they work on, the channels they can access, and the responsibilities they have within a process.
Stages and Steps
Stages and steps show the visual path of the business process. The figure below details the stages and steps of this particular Microjourney.
Data Objects
Data objects organize and store the data that your Microjourney requires. These categories of data have fields, field mappings and connections to data sources.
Personas in this Microjourney.
Customer
The bank customer who has been affected by an exceptional event.
Customer service representative (CSR)
The bank representative who uses assisted channels to help the customer understand the process, capture the necessary information and direct them to the channel of their choice to submit their documents.
Back-office worker
The bank employee who reviews the submitted documents and decides whether to approve or deny the request, or to ask the customer for additional documentation.
Stages and Steps
This Microjourney includes the following stages.
- Eligibility stage: determines whether the case can run or whether additional verification is required.
- Intake stage: most of the microjourney happens in this stage, in which all the necessary information is provided.
- Process request stage: a back-office worker decides whether to approve the submitted request. An extension point is provided for executing the actual changes derived from an approved request.
- Resolve stage: resolution notifications are sent.
Personas
- CSR: Communicates with the customer through the assisted channel to capture the necessary information.
- Customer: Provides the information in the request using the Web Self Service.
- Back-office: Checks the provided data and documents.
Data Objects/Models
8. Customer, General Account, and special circumstance.
Additional Information
See this article for more information about the Manage Customer Circumstance Microjourney.
