What is our primary use case?
We do not use this solution in my organization. We are consultants and we act as a third-party for our clients.
This solution is used to orchestrate processes across different parts of the infrastructure. All of the activities are coordinated and controlled, managed by a unique platform where they can keep track of everything.
What is most valuable?
The most valuable feature is the situational layer cake. It's a feature of the tool that allows us to specialize a process according to different countries, products, or other dimensions. This means that we can create complex processes that are differentiated according to geography, product, or other characteristics. The result is that it makes it much easier for us to maintain the solution.
In terms of functionality, Pega is probably the number one solution in this field.
What needs improvement?
Compared to other BPM products, the interface is somewhat complex, so the usability could be improved.
For how long have I used the solution?
We have been using this solution since 2014.
What do I think about the stability of the solution?
Pega BPM is very stable and our customers use it on a daily basis.
What do I think about the scalability of the solution?
This is a very scalable solution. Our customers are large enterprises.
How are customer service and technical support?
The technical support is okay.
Which solution did I use previously and why did I switch?
One of our clients was using a BPM solution by TIBCO before switching to Pega. TIBCO is more technical, whereas Pega is more business-oriented.
How was the initial setup?
The initial setup is quite complex. It requires a lot of time and its not something that you can just do quickly. Pega is a very complete and structured product that needs to be configured according to the organizational structure.
Considerations have to be made with respect to managing data and integrating with their tools. In many ways, it is a Plug and Play tool, but it will require some time.
What about the implementation team?
We have had cases where we have done the deployment for our customers, although in other instances, the client does everything. We prefer not to do the installation, if possible.
What's my experience with pricing, setup cost, and licensing?
The price of this solution, including installation and configuration, is comparable to competing vendors.
What other advice do I have?
My advice to anybody who is implementing this solution is to make sure that they understand it. For example, we are certified in the usage of Pega BPM. It's a very complete product but it is not a simple one. They need to use the right, structured approach to implement it properly. Pega is not a product for a client with small needs. If anything, when setting up Pega you should think bigger and put things in place for what will be needed to lead the team in the right direction in the future.
I would rate this solution an eight out of ten.