Tech Mahindra launches Connected Service Experience solution on Pega 7 platform to integrate enterprises and connected devices

TechM and Pega have built a “Three” way end to end Customer Experience Solution where in clients can leverage “IoT” data to take real-time meaningful action

New Delhi/Bangalore – November 23, 2016 : Tech Mahindra Ltd., a specialist in digital transformation, consulting and business re-engineering has announced the launch of the Connected Service Experience Solution which will enable the manufacturing industry to integrate connected devices with end-to-end business processes. Built on Pegasystems’ industry-leading Pega® 7 Platform, this solution allows organizations to harness the power of the Industrial Internet of Things (IIoT) for increased efficiency and better customer experiences.

The business value of IIoT lies in the seamless and real-time orchestration and collaboration of workflows involving connected devices, enterprise applications, and people. To achieve this, manufacturers need to process large amounts of data collected by connected devices and use it to provide optimal personalized services while maintaining operational efficiency. The Connected Service Experience Solution leverages this data so organizations can understand both the devices and the people using them to intelligently transform insight to action.

Connected Service Experience Solution can help clients intelligently support internal users, suppliers, partners, and devices by guiding users to take the right decision real-time using predictive and adaptive analytics, decisioning, and business rules. Enterprises can apply this technology to all aspects of manufacturing, including aftermarket, field service, maintenance, marketing, and subscription and knowledge management. Instead of operating in silos, manufacturers can better orchestrate engagement with their customers, partners and staff with a holistic view across a range of connected industries, such as automotive, health, homes, machines, and cities.

The Pega 7 Platform is an application development platform that empowers users to quickly build and evolve business systems so organizations can reduce costs, improve agility, and deliver better end-to-end customer experiences. Combined with Tech Mahindra’s innovative, customer-centric information technology services and solutions, users can reduce customer churn, downtime, as well as warranty, maintenance, and fraud costs, and improve customer experience and increase aftermarket revenue.

“Connected Service Experience Solution is part of our core digital offerings to customers, bringing together world-class expertise from digital consulting, enterprise solutions, engineering and communications. The resulting impact of this solution is a seamless collaboration of people and things resulting in dynamic customer experiences and the creation of differentiated business value for stakeholders. This would also enable innovation and disruptive change for our clients so they can best meet their customers’ needs.” says Sriram Krishnan, Global Head, Customer Experience Management at Tech Mahindra.

“In today’s connected world, the manufacturing industry must implement technology that integrates connected devices and the rich data they collect with everyday processes to improve business outcomes,” said Bruce Williams, Vice-President and Business Line Leader, Manufacturing, Pegasystems. “Our Pega 7 Platform is the right technology for this new solution, which will bring tremendous benefits to business users and enable them to create better customer experiences.”

Pegasystems and Tech Mahindra have been partners since 2003. This long standing strategic relationship has added tremendous value to global clients by transforming their end-to-end customer experiences as well as internal business operations.