Services
How a Global Faith-Based Organization Used an Omnichannel Strategy to Boost Productivity by 40% and Enhance Customer Experience
The Story so Far
A global faith-based media network connecting millions across languages and cultures began to see gaps in how it reached its audience. Messages arrived late or missed their mark, digital channels worked in silos, and personal connection gave way to generic communication. To continue inspiring its global community, the organization needed a unified way to engage every viewer with a timely, consistent, personalized touch.
What Got in the Way
Delayed Operations from Multiple CRMs
Communication Gaps from Disconnected Platforms
Limited Follower-specific Personalization
The EvonSys Approach
Driving Personalized Engagement through Unified Digital Channels
To support the client’s digital evangelism initiative, EvonSys leveraged Pega Unified Messaging to deliver an omnichannel experience. The team integrated multiple digital touchpoints such as WhatsApp, Webchat, Facebook, Twilio, and Email, and consolidated three separate CRMs into a single, centralized platform.
Automated case management workflows to handle follower requests, offers, and campaigns, ensuring uninterrupted service delivery. The solution applied data-driven insights to deliver targeted, relevant messaging for a smooth, personalized experience.
How the Story Changed
40% Increase in Efficiency
by Boosting CSR Productivity
100% Service Assurance
by Eliminating Request Gaps through Automated Case Workflows
Stronger Follower Engagement
by Offering Personalized Response
Solutions to grow your business
Pega Omnichannel Strategy | EvonSys Case Study
A global faith-based media network connecting millions across languages and cultures began to see gaps in how it reached its audience. Messages arrived late or missed their mark, digital channels worked in silos, and personal connection gave way to generic communication. To continue inspiring its global community, the organization needed a unified way to engage every viewer with a timely, consistent, personalized touch.
.png)
.png)
