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Best practices for configuring the business structure

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Updated on January 19, 2022

The following table shows the best practice business structure for a Financial Services application.

Pega Customer Decision Hub
Note: You can use one of the templates published in the Pega Marketplace. Templates define a standard configuration to accelerate your implementation. If you want to build the hierarchy manually, follow the best practices below.
PriorityIssue nameIssue descriptionGroup nameGroup descriptionSample propositions
1CollectionsRecommendations for customers who are currently in arrears, or are at high risk or entering arrears.Pre-collectionRecommendations for customers at risk of entering arrears.
  • It's time to reduce your high balance
  • Setup autopay today!
  • Call us if you are experiencing financial difficulty, we can help
Post-collectionRecommendations for customers in arrears.
  • Please pay your amount due
  • Call us
Payment plansPersonalized repayment plans based on outstanding balance and credit risk. Includes logic to determine if interest or principal forgiveness is appropriate.
  • Here is a plan to pay weekly
  • Call us to find out about reducing your balance
2ServiceServicing activities appropriate for or pending with this customer as this time.AccountAccount-related servicing recommendations for the customer.
  • Would you like to increase your credit line?
  • Setup auto-pay
  • Would you like to add a beneficiary?
CustomerCustomer-related servicing recommendations.
  • We need your updated address
  • Missing contact information
  • Would you like to complete the issue you started on call center?
3RetentionRetention actions for customers with a high churn risk (that is, likely to close account or reduce business with the bank).ProactiveThe customer is at high risk of reducing product holdings, or reducing engagement with the bank.
  • Here is an offer for twice the points you usually receive on your card
ReactiveThe customer has shown a reduced activity with the bank, or closed an account.
  • We want you back, here is a special offer
4SalesSales offers and messages for customers and prospects. This includes upsell, cross-sell, and standard messages.Home loansSpecific offers for collateralized loans in real estate.
  • FirstMortgage30yr
Auto loansSpecific offers for collateralized loans for automobiles and other transport.
  • Personalized loan for you - 48 months at 8% APR
Personal loansNon-collateralized loans for individuals (not corporations).
  • Unsecured personal loan
Personal cardsCredit card offers for individuals (not corporations).
  • WorldMastercard
Personal depositsSavings, checking, and other deposit account offers.
  • PremiumChecking
Insurance productsInsurance products (applicable outside North America).
  • Home Insurance
  • Travel cancellation insurance
BrokerageInvestment product offers.
  • Investment account
  • Rollover IRA
5BundlesProduct packages for customers who are candidates for right-sizing (that is, bundling, increasing share of wallet).Home loansThe primary product is a home loan with ancillary products.
  • FirstMortgage30yr
Auto loansThe primary product is an auto loan with ancillary products.
  • Used48Mo
Credit cardsThe primary product is a credit card with ancillary products.
  • WorldMastercard
Deposit accountsThe primary product is a deposit account with ancillary products.
  • PremiumChecking
InsuranceThe primary product is insurance with ancillary products.
  • Home Insurance
BrokerageThe primary product is an investment offer with ancillary products.
  • Rollover IRA
6NurtureMessages that enhance customer engagement by highlight the benefits of current product holdings.GeneralGeneral messages for customer engagement.
  • Welcome to U+ Bank
Home loansMessages to increase customer engagement with home loan products.
  • FirstMortgage30yr
Auto loansMessages to increase customer engagement with auto loan products.
  • We have partnered with GEICO for insurance
Credit cardsMessages to increase customer engagement with credit card products.
  • Your card does not incur FX fees
Deposit accountsMessages to increase customer engagement with deposit account products.
  • Did you know we have over 10 000 ATMs nationally?
BrokerageMessages to increase customer engagement with investment products.
  • Adding a beneficiary is a good way to…
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