Template Day 1 Live business objectives and outcomes

Template Day 1 Live business objectives and outcomes - Discover To be filled in before Prepare, to ensure stakeholder alignment at a high level Describe the high-level end to end customer journey How will Pega help solve the problem / achieve outcomes? What problem do we want to solve? Describe MLP 1 What customer outcomes are we expecting from the project? Who are the expected users and how will they be trained? What are the business benefits? How will the new application be rolled out? When do we want start the project? What is the target MLP 1 go-live date? Is there a data migration? 1

Example of GOOD. Day 1 Live business objectives and outcomes - Discover To be filled in before Prepare, to ensure stakeholder alignment at a high level Describe the high-level end to end customer journey Customers pay for and receive roadside assistance when their car breaks down or will not start. How will Pega help solve the problem / achieve outcomes? By providing an omni-channel self-service capability for customers on mobile, tablet or desktop devices. Roadside assistance will use a tablet. Subscription and renewals will be reimagined and automated. Customer Service HQ will use Pega Customer Service. Describe MLP 1 What problem do we want to solve? The current customer experience means that we are losing customers because our subscription, renewal & servicing processes are time consuming with too many steps, often resulting in mistakes. Customers will request roadside assistance on mobile. Pega will auto-allocate work to roadside assistance, integrated to google maps to determine the route and ETA. The customer will be able to track the ETA. HQ will use OOTB Pega Customer Service on desktop to manage and track service requests. What customer outcomes are we expecting from the project? Who are the expected users and how will they be trained? The ability to subscribe, renew and request roadside assistance services via self-service capabilities that offer transparency, particularly while waiting for roadside assistance for a break down. How will the new application be rolled out? What are the business benefits? Increase NPS by 3 points over 6 months following go-live. Increase retention rates and increase our customer base by 15% over the size months following go-live. This will help achieve our growth targets. When do we want start the project? MLP 1 will be available to all customers and roadside assistance staff. August 2022 A communication plan will go out to all customers. The mobile app will contain help to guide customers and a helpline setup. Roadside Assistance and HQ will be trained two weeks prior to go-live. What is the target MLP 1 go-live date? October 2022 Is there a data migration? No 2