Pegamento
Implementing Versatility in Automation Processes

Efficient consumer relations are the cornerstone of an enterprise in today’s hyper-connected world. In one particular scenario, citing its worth, a retail company selling water heaters for homes employed outdated consumer relation practices resulting in losses amounting to millions of Euros. To transform their business operations, the firm reached out to Pegamento. Specialising in Customer Experience Management (CEM) and Robotic Process Automation (RPA), Pegamento, learnt from the business analysis that consumers had faint knowledge about the heaters they used. Sourcing relevant information from public data and third parties, the firm gained knowledge of the heaters used in the client’s homes. The data was leveraged to develop automated chatbots that catered to maintenance requests by directly providing tailored suggestions to the client. Pegamento also provided clients with personalised quotations for three heaters from which they could choose. “We figured out that a consumer takes less than four hours to decide on a new heater for their homes, so the whole process was designed to serve requests within three hours,” says Serge Poppes, the CEO. Employing the new business model, the company drastically reduced the time for sales conversions and turned profitable within seven months.

Pegamento specialises in producing customer innovation solutions, emphasising on developing processes which enable faster and more personalised customer interactions.

The firm’s Process Assistant (for process automation) eliminates manual intervention in business processes. As a result, all work and communication are handled qualitatively, consistently and efficiently. Pegamento’s knowledge base enables unified communication by recording intricacies of every consumer enquiry received through emails, social media and other platforms.

This information, compiled in one single database, is analysed to enable clients in delivering automated, accurate answers to the FAQs received from consumers across various platforms. The firm differentiates between processes that require personal assistance from an agent over calls, such as assisting a first-time mortgage applicant and a return request that can be completed by a bot, delivering call centre capabilities and the benefits of bots.

The company takes a consultative route in understanding the client’s organisational structure, determining their process automation needs, and customising the Process Assistant models accordingly to bring about real business (digital) transformation. The Process Assistant, used by the firm to streamline customer interaction processes, leverages the inventory carved based on the business analysis. Pegamento tailors its products and solutions to automate its clients’ communication processes. To transform the experience of buying shoes online, the firm developed a mobile application that measures its size and shape by hovering the camera over the foot. The details are compared with all the 3D models ever designed by shoemakers allowing consumers to choose shoes that perfectly fit. The application drastically reduced the number of return requests during the pandemic when logistics services were hampered severely. Pegamento’s platform integrates onto the pre-existing communication products eliminating the inconvenience of ‘ripping and replacing.

As a pioneer in RPA, Pegamento follows the principle of delivering a positive customer experience each time as a rule rather than a choice. The firm provides its services, as a Saas Type model, to the various government agencies while catering to telecom, finance and energy sectors which attract enormous customer contact. Underlining that digital transformation had no verb associated with it, Serge Poppes and his team focus on the actionable situations in consumer relations to implement automation. Pegamento’s contextually intelligent products efficiently automate customer processes and solutions to support employees in performing mundane day-to-day operations, saving time and increasing customer satisfaction.