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MallikKesavaraju
Scaled Agile Consultant at Anthem Blue Cross Blue Shield
Consultant
Top 5
Good case management and BPM workflow with easy cloud implementation
Pros and Cons
  • "The solution's case management is its most valuable aspect."
  • "They are currently spending some time on improving the product with respect to machine learning, especially related to robotic automation. They probably could be a little more adept on that area would help."

What is our primary use case?

The solution is basically a quoting application. When insurance brokers or internal users have to call or do insurance quotes for commercial insurance, we use Pega. The insurance we cover is for outdoor coverage and for a casualty to property, as well as casualty insurance.

What is most valuable?

The solution's case management is its most valuable aspect. 

It's basically an open architecture based software, which means the main aim of the software is to provide a low-code application development environment. It has several authoring tools on the UI flow and makes sure that you can put in a lot of gadgets and create the screen very quickly using those gadgets.

Right now, it has a pretty good feature set. It has case management and BPM workflow as well as robotic automation. It has decisioning. It has chat and virtual assistant support, and we just implement it on the cloud, therefore it's a pretty robust feature set.

What needs improvement?

They use something called a unique model-based architecture. During development, where the database and the UI, everything comes from one single piece of architecture. Due to that sometimes the enterprise architecture teams do not like it due to the fact that it forces them to use just one piece of architecture. If these could be more modularized, then it can be easily deployable in different kinds of scenarios in organizations, it would be much better.

However, they are kind of tightly coupled and it's difficult to separate everything out. Still, I would say it is an improvement to consider for the future. Id they could decouple the various components so that it gives flexibility to enterprise architects to deploy what is most needed as part of their enterprise architecture strategy, rather than getting kind of, looking at the only way the product handles, it would be a stronger product.

They are currently spending some time on improving the product with respect to machine learning, especially related to robotic automation. They probably could be a little more adept on that area would help.

It's very difficult to change many things unless somebody puts in the time to figure everything out. However, Pega could learn from all the customer service calls they get and categorize them in order to do an automatic form-based or customer service based response. If they could set it up to everything automatically, then that would save a lot of time and headaches for companies and help them troubleshoot and work through issues faster.

For how long have I used the solution?

We've been using the solution for almost ten years. We haven't used in the last 12 months too much, however.

What do I think about the stability of the solution?

We have found a few issues on the solution and we work closely with technical support to help fix them. While it is largely stable, we do find we need to keep up with problems and work closely with Pega directly to address and fix them when they arise.

What do I think about the scalability of the solution?

In terms of scalability, provided you throw hardware at it and you do a proper production implementation approach and alignment strategy, it's scalable. 

You can go up to 2000 to 3000 users pretty easily. It's just that you need to throw a lot of hardware at it and make sure that you manage and create the web servers required. You need to create various pieces such as database servers and things like that, to make sure that you get the performance you need for those 2000, 3000 users.

The solution is being used continuously. I'm not sure about the increase in the usage, but at least it's serving the purpose as needed for the brokers.

How are customer service and technical support?

It's a complex piece of software. For that reason, we did find some issues and I was kind of instrumental in working with Pega on their global support model. We had weekly calls to review. They have a process to track issues that are unique. Sometimes it's handled by their support network, and sometimes the issue is taken up to be dealt with by working on the next version. For us, triage calls are made every week.

How was the initial setup?

The initial setup is never straightforward. It's always complex. Organizations deploying the solution will need a Pega admin and experts. It's not like anybody can just walk in and install it onto a PC. It needs a lot more performance concentrations and much more integration considerations. Therefore, it's a little complex.

In terms of deployment times, on-premise, it takes a little more time, and I would say it would take maybe about a month. However, now, cloud implementations are pretty quick and go much faster.

In terms of maintenance, we do need someone from the company to help us manage the solution.

What about the implementation team?

We did solicit outside assistance for the implementation. We actually used both the Pega professional services in the beginning for a short time and then a subsequent implementation was done by an integrator.

What's my experience with pricing, setup cost, and licensing?

There are multiple models. They have enterprise licenses for each server, for the product version. If you're doing it on-premise they also have per user basis on their cloud. 

It depends on what your specific need is. Those vary from customer to customer, depending on the number of users and the volume of business and things like that. There's no, set price, or a specific quote and everybody just follows it. It's more they work out the enterprise licensing agreements or per user basis with respect to each client.

Which other solutions did I evaluate?

I joined the company when those decisions were already made. I wasn't part of that decision. However, in a lot of places where I've consulted as a digital transformation consultant, we did definitely compare Pega with competition such as Appian and other BPM, and even Salesforce and other workflow systems as well.

What other advice do I have?

We're just customers. We don't have a business relationship with Pega.

Pega BPM is definitely one of the topmost BPM packages out there. It hits all the right notes for a containerized implementation. The only thing you need to be careful is that you definitely need experts to help you along the way, in both the design and the requirements capture. They have an excellent requirements capture tool as well. However, if somebody needs to be trained on that, you need the help of experts, both on the software architecture as well as business architecture as well as the Pega admin. Eventually, these kinds of positions will either require a company to staff up or they will need to work with a system integrator. 

Most of the companies work with system integrators due to the fact that Pega professional services are definitely very expensive. Organizations will work with a company life Cognizant or Accenture or others to really help them out along the way.

I'd rate the solution nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Programmer Analyst at Immigration and Refugee Board of Canada
Real User
Top 5
Great cloud aspects and good integration potential but does work differently on different types of devices
Pros and Cons
  • "The cloud aspect has been great. We don't have to do a lot of research in order to begin integrations. It's so easy to integrate with other solutions."
  • "We're not in production yet, so we're still working through some issues."

What is our primary use case?

We're not in production yet. We're still very much in the early stages of this solution.

What is most valuable?

The cloud aspect has been great. We don't have to do a lot of research in order to begin integrations. It's so easy to integrate with other solutions.

The solution works well with Microsoft Teams. We used to use Skype for Business, and now we rely on Microsoft Teams Enterprise E5. 

There's great integration with Dynamics 365, Office 365, and more. It's great that everything is easily connected.

We can use the solution from cell phones, tablets, or computers. It works on every platform and in every environment. 

What needs improvement?

The solution does work a bit differently on cell phones and tablets.

We still have information on our SQL server and we need to migrate things over. The timing of doing that is going to be a little tight.

We're not in production yet, so we're still working through some issues. However, by the time we are in production, I'm confident this solution will be ready.

For how long have I used the solution?

I've been working with the solution for about six months at this point.

What do I think about the stability of the solution?

The stability of the solution is quite good. Of course, if we run into any issues, technical support is right there to help us, and they are very helpful.

What do I think about the scalability of the solution?

We have more than 1,500 users in our organization. There are other users that will also be able to access the solution from the outside. With this particular solution, in terms of maintenance and direct work on it, we started off as a team of four, however, now we are a team of ten. We needed some more people to maintain the surrounding software. However, overall, it's been good.

We're not a small organization. We're pretty big. It's easier to focus on smaller projects rather than trying to implement something that's large scale.

How are customer service and technical support?

We've found the technical support to be very good. They are always right there, ready to assist. We can open tickets 24 hours a day. If they are critical, they are dealt with quickly.

How was the initial setup?

Our company is quite large. With 1,500 or so people, changes take a while to implement. It's not like a small organization where you can do everything quickly. You need to make sure people know how to use it.

In general, the full deployment took a few months.

What's my experience with pricing, setup cost, and licensing?

I don't have too much information on licensing It is likely per application we use, or per machine. I don't deal directly with billing and therefore don't have the exact pricing.

What other advice do I have?

We have a very good and very close relationship with Microsoft.

I started working more on PowerApps as we were making a comparison with Salesforce. We decided on PowerApps mostly due to the fact that Salesforce would not work. 

We have to maintain our current environment, so at some point, it's not that we are 100% in these new tools. Right now we have more than 60% of our time in these new tools and try to not develop any coding. We do make some code in JavaScript, however, it isn't too much.

It's a good solution. There is some coding needed for customization aspects, however, it's a pretty solid product.

There's still a lot that I need to learn about the solution. Therefore, currently, I'd rate it at a seven out of ten. We're not in production yet, and therefore it's hard to gauge many aspects of the solution.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Regional IT Infrastructure Consultant at a manufacturing company with 10,001+ employees
Consultant
Top 20
A feature-rich and stable platform with good redundancy and scalability
Pros and Cons
  • "The redundancy across different regions is the most valuable. It provides a big value for cloud services, especially for Microsoft."
  • "The level of authorization or authorization cascading can be improved. We have the most powerful admins and then we have sub-admins, but the level of authorization is not that easy to handle or manage."

What is our primary use case?

Azure cloud is a platform for many things, such as hosting, file services, application or power apps, and data lake. All these things are a part of Microsoft Azure. We're using it as a full suite. We are a big tenant with all solutions for Microsoft. We are using the latest version of Microsoft Azure.

What is most valuable?

The redundancy across different regions is the most valuable. It provides a big value for cloud services, especially for Microsoft.

What needs improvement?

The level of authorization or authorization cascading can be improved. We have the most powerful admins and then we have sub-admins, but the level of authorization is not that easy to handle or manage.

For how long have I used the solution?

I have been using Microsoft Azure for three years. I am using this solution on a daily basis. It is the main platform that we have.

What do I think about the stability of the solution?

Its stability is good. It is very stable.

What do I think about the scalability of the solution?

It is very easy to scale. We have more than 7,000 users. 

How are customer service and technical support?

They are pretty sufficient. I would rate them an eight out of ten.

Which solution did I use previously and why did I switch?

We also have different cloud vendors like Amazon and Salesforce, but they all are for different purposes, so it depends on the service.

How was the initial setup?

The initial setup was simple. It was done in stages. 

What about the implementation team?

We had the full support and dedication from Microsoft for its installation. Its maintenance is done by a vendor, and we also have some technical support from Microsoft when we are doing this stuff.

What's my experience with pricing, setup cost, and licensing?

Microsoft always provides the entry-level solution with a cheap license. Once you start to like the product, then you have to pay for the full package, which is more expensive than the entry-level solution. Every feature comes with a license and a cost. Some licenses have multiple features, and some features require a specific license.

What other advice do I have?

I would advise starting directly with Microsoft and then asking the vendors to recommend the trusted partners to work on the implementation or migration, and not vice versa. First, talk with the architect of the design and see if they can recommend a trusted partner who can do the implementation.

I would rate Microsoft Azure a nine out of ten. It is a big product and platform. It covers many things in terms of features.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Get our free report covering Microsoft, ServiceNow, Microsoft, and other competitors of Salesforce Platform. Updated: January 2022.
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