Pega Customer Decision Hub vs. Salesforce Experience Cloud

PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements: 1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues. 3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.

Incentivized

Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.

Incentivized

• Ability to design custom integrated campaigns
• Analytics to provide key insights and ability to tune your campaign accordingly
• Ability to design agent workflows

Incentivized

• Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
• Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

Incentivized

• Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
• Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
• Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.

Incentivized

• The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
• Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)

Incentivized

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

Incentivized

It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.

Incentivized

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

Incentivized

I explained in detail in previous questions.

I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.

Incentivized

• Cost savings on print marketing and email due to better targeting
• More timely campaigns to reach customers at the right time

Incentivized

• Improved online admission application completion rates from mid-60%s to mid-80%s.
• Positive user experience from start-to-finish to leverage one data system for all prospective student data
• Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data

Incentivized