--- title: "Pega CRM Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Pega CRM. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Pega CRM is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/pega-crm-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [CRM Software](https://www.softwareadvice.com/crm/) / [Pega CRM](https://www.softwareadvice.com/crm/pega-crm-profile/) / Pega CRM Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/pega-crm-profile/) Reviews # Pega CRM User Reviews ## Reviews summary - Overall rating: 3.9/5 - Total reviews: 13 ### Secondary ratings - Ease of use: 3.8/5 - Customer support: 3.6/5 - Value for money: 3.3/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 6 reviews (46%) - 4 stars: 3 reviews (23%) - 3 stars: 2 reviews (15%) - 2 stars: 1 reviews (8%) - 1 star: 1 reviews (8%) ## Pega CRM customer reviews Showing reviews 1-13 of 13 (page 1). ### PEGA review - Overall rating: 5/5 - Reviewer: Robel T. - Verified reviewer: Yes - Industry: Environmental Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. - I enjoy using PEGA CRM, very efficient, fast, rarely crashes and allows me to give a customer a great customer service experience over the phone #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros - Rarely crashed and was very efficient in processing customer credit card requests. Took me only 1 day to be comfortable with software, was used to handle maintenance and changes of credit card accounts for TD Canada Trust bank. #### Cons - Certain processes for a customer couldn't be done in PEGA and another software had to be used (for example removing an overlimit block on customer credit card). Would be improved if all processes can be done through PEGA software. --- ### Pega CRM - Overall rating: 5/5 - Reviewer: Kerry-ann H. - Verified reviewer: Yes - Industry: Insurance - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Pega has been wonderful. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The windows of communication are awesome, The security to interact with departments to sync with each other to provide a more meaning full and accurate decision making before getting back to the caller. #### Cons Certain data may have human flaws, such as grammar or old updates that may not be completely relevant to the caller or customers now status. --- ### Give this one a pass - Overall rating: 2/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Banking - Product usage: Used weekly for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 2/5 #### Pros There are deep cases where a product like Pega would thrive. However, increasingly these feel like edge cases as the market is very mature now. Works very well with legacy data and can be fairly easily customized for a specific client interaction type. #### Cons It is easily the hardest application to work with that I have ever supported. Pega itself provides little insight into changes and things like secure connections to email servers. Everything is an extra cost, every feature requires custom development. It was pitched as a turnkey solution but has been anything but --- ### Build your application quickly - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I use this tool daily to develop a CRM for a client in the area of tourism. Based on the processes defined by the business area of the company, we have designed and built the logic using the components provided by Pega to save time building the application. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros You can develop a web application from 0 without writing a single line of code. With its model-based approach it allows you to diagram your processes and from there build all the logic that your application needs. It has a wide range of prefabricated components with the best practices which reduce the chances of errors and reduce built time. #### Cons To solve very specific needs of your application you need to adapt to the limits of this tool since you do not write code in it. Likewise, its continuous integration must be improved since working with branches makes it difficult to make the merge of the work of several people. --- ### Enterprise Level CRM Tool by Pega systems - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 1. The software has customer service modules also integrated along with usual sales, marketing and CRM functionalities. 2. Multi-channel customer recognition capacities to provide complete data capture capabilities. 3. Since Pega is mainly BPM centric, a large number of clients have been able to find eligible use case an implemented Pega. #### Cons Making customization can be quite challenging technically and also later maintenance also may become cumbersome. --- ### CRM and BPM for "The Rest of Us" - Overall rating: 4/5 - Reviewer: Myca A. - Industry: Philanthropy - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Pega is an ideal solution for organizations with complex needs and deep data sets that need to stay in touch with their constituents or customers. The beauty of Pega is the flexibility of the platform. I'm happy to say we have ZERO custom code and even though we're not quite live, we have already gone through an upgrade with ZERO problems with compatibility. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 2/5 - Functionality: 5/5 #### Pros For a mid-sized nonprofit, Pega is a lifesaver. Sure, Microsoft Dynamics and SalesForce Cloud provide key CRM functionality at a reasonable price -- but both require significant and ongoing investments in consulting time, something that is tough for nonprofits to budget for. With Pega CRM, we are able to gain an enterprise-scale CRM solution PLUS a business process automation tool that can (eventually) be administered internally. #### Cons Our implementation partner, Serendebyte, was not ideal. We had multiple challenges with attempting to get them to complete the agreed-upon scope. Word to the wise, no matter what the sales team says, take the time to bring your implementation team onsite before you agree to use them. Don't even trust a phone call! We didn't get the same team we talked to in the partner interview, and it showed. --- ### Pega Tool Reviews - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 501-1000 employees - Product usage: Used weekly for less than 6 months - Reviewed: October 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I have had a very good experience using Pega as a tool and would definitely recommend it to my colleagues. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The case management feature is very convenient to use. The user interface is very intuitive. Provides support to both front end and back end applications #### Cons So far not many. Pricing structure can be made better as compared to the competitors. Better customer support. --- ### Powerful for the purpose it's built for - Overall rating: 5/5 - Reviewer: Jaikaran S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used other for less than 6 months - Reviewed: March 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It is just great after you've transitioned into learning how it works. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros After getting the hang of Pega, it changes the traditional BPMN techniques with rather advanced charts to help the users. #### Cons Learning Pega was a challenge, it doesn't use traditional BPMN and also forming processes has a completely different way, but it provides with a lot of reference material. --- ### Very Robust application with many open issues - Overall rating: 3/5 - Reviewer: Jaleel B. - Industry: Information Services - Company size: 51-200 employees - Product usage: Used unspecified for unspecified - Reviewed: October 2016 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I see many issues when it comes to the performance and UI of the applicaiton and the features what PEGA is providing is amazing. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Features #### Cons Performance --- ### Pega for Sales Force Automation - Overall rating: 5/5 - Reviewer: sibin M. - Product usage: Used unspecified for unspecified - Reviewed: October 2016 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Pega's version 7 fro sales force automation (SFA) is a big change from prior versions and has a UI that competes with leading SFA CRM Salesforce. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 --- ### Donna S.'s review - Overall rating: 1/5 - Reviewer: Donna S. - Verified reviewer: Yes - Product usage: Used unspecified for unspecified - Reviewed: March 2018 - Review source details: This review was submitted organically. No incentive was offered --- ### Edge back office - Overall rating: 3/5 - Reviewer: McGarey t. - Product usage: Used unspecified for unspecified - Reviewed: October 2016 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Unable to work well with Salesforce really need to see the complete 360 of the customer. Would like seamless integraion #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 3/5 --- ### Review of Pega CRM - Overall rating: 5/5 - Reviewer: Naresh G. - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used monthly for less than 6 months - Reviewed: December 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros It is a very nice software tool which can be used for CRM. It is very Dynamic and flexible to operate the tool. This can be easily operated with zero coding knowledge. #### Cons Integrations with other software and connections to email server is not secure and is little complex. All these features are available with extra costs since it requires a custom development. --- Pega CRM Reviews, Pros and Cons - 2026 Software Advice