Forrester study demonstrates 598% ROI with Pega's low-code platform

For enterprise transformation, agility and responsiveness are essential. And that transformation requires investment. To keep pace, organizations need technology that drives down costs and empowers their teams.

Customers demand seamless and efficient service that is easy to access and frictionless. That’s why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

For marketers today, delivering an exceptional customer experience (CX) is imperative – and requires investment. Organizations need technology that enables personalized, seamless experiences, regardless of channel.

For enterprise organizations, digital transformation is imperative -- and requires investment. Organizations need technology that drives efficiencies and fundamentally changes the way business gets done.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed many customers with several years of experience using Pega.

The risk-adjusted results using Pega's low-code platform include:

• ROI of 598% and net present value of $11.9M over three years
• Project timelines reduced from 12 months to less than three months
• $12.5M in savings over three years from productivity gains

The risk-adjusted results using Pega Customer Service include:

• ROI of 465% and net present value of $38.9M over three years
• $28.4M in value of customer retention
• Payback period of less than six months

The risk-adjusted results using Pega Customer Decision Hub include:

• ROI of 489% and net present value of $150M over three years
• $107M per year in profit loss avoided through increased retention
• Incremental revenue growth of $677M over the course of three years

The risk-adjusted results using Pega’s hybrid RPA approach include:

• ROI of 186% and net present value of $22.7M over three years.
• $10.9M in savings over three years due to fewer instances of rework.
• $11.1M in savings over three years while holding headcount steady and increasing productivity