Best practices for configuring the business structure
The following table shows the best practice business structure for a Financial Services application.
Pega Customer Decision Hub
| Priority | Issue name | Issue description | Group name | Group description | Sample propositions |
| 1 | Collections | Recommendations for customers who are currently in arrears, or are at high risk or entering arrears. | Pre-collection | Recommendations for customers at risk of entering arrears. |
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| Post-collection | Recommendations for customers in arrears. |
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| Payment plans | Personalized repayment plans based on outstanding balance and credit risk. Includes logic to determine if interest or principal forgiveness is appropriate. |
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| 2 | Service | Servicing activities appropriate for or pending with this customer as this time. | Account | Account-related servicing recommendations for the customer. |
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| Customer | Customer-related servicing recommendations. |
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| 3 | Retention | Retention actions for customers with a high churn risk (that is, likely to close account or reduce business with the bank). | Proactive | The customer is at high risk of reducing product holdings, or reducing engagement with the bank. |
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| Reactive | The customer has shown a reduced activity with the bank, or closed an account. |
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| 4 | Sales | Sales offers and messages for customers and prospects. This includes upsell, cross-sell, and standard messages. | Home loans | Specific offers for collateralized loans in real estate. |
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| Auto loans | Specific offers for collateralized loans for automobiles and other transport. |
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| Personal loans | Non-collateralized loans for individuals (not corporations). |
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| Personal cards | Credit card offers for individuals (not corporations). |
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| Personal deposits | Savings, checking, and other deposit account offers. |
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| Insurance products | Insurance products (applicable outside North America). |
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| Brokerage | Investment product offers. |
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| 5 | Bundles | Product packages for customers who are candidates for right-sizing (that is, bundling, increasing share of wallet). | Home loans | The primary product is a home loan with ancillary products. |
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| Auto loans | The primary product is an auto loan with ancillary products. |
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| Credit cards | The primary product is a credit card with ancillary products. |
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| Deposit accounts | The primary product is a deposit account with ancillary products. |
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| Insurance | The primary product is insurance with ancillary products. |
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| Brokerage | The primary product is an investment offer with ancillary products. |
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| 6 | Nurture | Messages that enhance customer engagement by highlight the benefits of current product holdings. | General | General messages for customer engagement. |
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| Home loans | Messages to increase customer engagement with home loan products. |
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| Auto loans | Messages to increase customer engagement with auto loan products. |
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| Credit cards | Messages to increase customer engagement with credit card products. |
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| Deposit accounts | Messages to increase customer engagement with deposit account products. |
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| Brokerage | Messages to increase customer engagement with investment products. |
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