Smart CRP Using Pega Robotics: Enhancing Customer Relationship Platforms with Robotics Process Automation

Abstract

In today's competitive business landscape, organizations are under pressure to improve operational efficiency and enhance customer satisfaction. This paper introduces SMART CRP, a model that integrates Pega Robotics Process Automation (RPA) with Customer Relationship Platforms (CRP) to streamline processes and address inefficiencies. SMART CRP leverages Pega Robotics to automate repetitive tasks within CRP systems, achieving a 30% reduction in query processing time, a 15% decrease in data entry errors, and a 20% reduction in operational costs. The paper outlines the architecture and deployment strategy of SMART CRP, focusing on key automation areas such as data validation, query resolution, and feedback management. Through a phased implementation approach, including pilot testing and full-scale deployment, the model demonstrates how integrating RPA with CRP systems can significantly improve both operational metrics and customer satisfaction. The paper also addresses the challenges of integrating RPA with legacy CRP systems, proposing solutions such as API development and phased data migration to ensure seamless adoption. The findings underscore the potential of SMART CRP to transform CRP systems, offering insights for organizations looking to enhance efficiency and customer retention through automation. Future research avenues include expanding the model's application across industries and incorporating machine learning for predictive customer engagement.