It was difficult for Verisure to regulate discount offers to customers such that purchases made could give maximum rate of returns to the organization.

A Pega Customer Decision Hub based application was implemented along with a Next Best Action Advisor portal which gave agents quick details about the customer’s demographic, geographic and behavioral profile. The offers were ordered by pre-defined priority. Agent incentives were linked with the customer retention rates and retention targets could now be measured and achieved. Marketing now had more visibility on what was being offered to customers.

This increased customer retention rate by approximately 3%.