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CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”


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Oracle Mobile Application Framework for a More Engaging Customer Experience

mobile-framework

Oracle Mobile Application Framework (MAF) within JDeveloper provides a feature rich framework for mobile application development under an umbrella of Java Technologies. This widened the paradigm for mobile application development, because it had always been a problem to develop an application for such multifarious hand held devices where the challenges to create one for each device type is unique. Oracle tried to bring some uniformity that leverages existing knowledge and investment into developing multifaceted applications. MAF apps are portable for mobile operating systems like iOS and Android powered devices.

Oracle MAF leverages component based development approach to create rich user interfaces across multiple platforms and devices. The application logic is written in a centralized framework, so there’s no need to learn a new programming language for each platform.

Oracle MAF enables developers to build and extend enterprise applications for mobile operating systems from a single code base. Based on a hybrid mobile architecture, MAF supports access to native device services, enables offline applications and protects enterprise investments from future technology shifts.

At the Oracle OpenWorld 2014 (Moscone Center, San Francisco), Oracle announced the New User Interface Design System which is used by Oracle’s cloud applications, cloud services and available for customer-developed applications. The new UI design principles deliver elegant user interfaces and experiences for web and mobile applications. Oracle MAF uses open standard technologies to develop applications which can access native device services like camera, GPS, contacts etc.

MAF Architecture

Simplify Enterprise Mobility with CRMIT Solutions

Large and mid-size enterprises are seeking to mobilize their IT infrastructure to enable customers access these applications through their mobile devices. Ever since deploying its first Mobile CRM solution in 2007 for a large enterprise, CRMIT Solutions has been constantly refining its offerings in sync with the ever demanding requirements of the customers and the emerging markets.

CRMIT Solutions expertise lies in developing mobile applications using Oracle MAF platform to leverage full capabilities of Oracle ecosystem – a framework using open standard technologies like Java, HTML5, JavaScript, CSS to develop applications and leverage native device services including calendar, camera, GPS, contacts etc. This gives the flexibility to provide uniform user experience across devices such as iPhone, iPad, Android etc.

CRMIT Solutions’ team currently includes trained MAF consultants to support modern smart devices. In addition to effectively using the features and capabilities of MAF, CRMIT Solutions also understand the importance of the non-functional aspects of an MAF-based solution, optimal UX and security. This ensures that its mobile applications are adopted easily by users, resulting in quick ROI.

The Mobile Application Framework allows one single code base and adapts natively to the various mobile operating platforms  like iOS, Android  thus simplifying the development experience for users and more importantly extending data security and key functionalities in the future – including  Mobilytics, Data Cloud (Data-as-a-Service).

Key Features

1. Develop once, deploy to multiple mobile devices and platforms including iOS and Android
2. Choose your preferred development language Java or JavaScript
3. Leverage over myriad components for simpler development of richer user interfaces
4. Accelerate development through visual & declarative application development
5. Choose your preferred IDE – Oracle JDeveloper or Eclipse
6. Access native device services, such as phone, SMS, camera, GPS and more
7. Integrate both on-device and browser-based mobile interfaces into the same applications

Key Benefits

1. Leverage existing skills to develop mobile applications using open standard technologies (Java, HTML5, JavaScript, CSS)
2. Supports both real-time and offline data access
3. Offline support using SQLite – encryption included
4. Build secure mobile applications with end-to-end encryption on a proven platform
5. Reduces the development and maintenance costs

Conclusion

Creating a mobile application has its own challenges due to OS non uniformity, device variation, etc. Oracle MAF provides a whole new perspective in leveraging developers’ existing knowledge of Java, XML, Web services, HTML, CSS, etc. JDeveloper with Oracle MAF features will definitely leverage productivity for professional developers at the same time; a fun time for those geeks who neglected this arena so long. So, Happy Coding!

Thus Mobile Framework will allow the organizations to create a cross-device application that will reconnect their customer’s workforce to their enterprise system, with the convenience of anytime, anywhere processing, empowering them to manage their own information on their mobile devices. As the workforce reconnects, a natural increase in data accuracy and optimization of workflow process response times occur.

About CRMIT Solutions

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. CRMIT Solutions is committed to providing customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Achievements

Naga Chokkanathan
Senior Director – Corporate
CRMIT Solutions


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Contextual Enterprise Applications

Blog_Context Specific

We live in an age of ‘Consumerization of IT’. There is very little doubt that this reality will have to be embraced by organizations in the coming years. Thanks to the ‘Consumerization of IT’, users of enterprise applications expect the same experience that they derive through some of the consumer applications. This experience could mean different expectations to different stakeholders – such as ‘Intuitive UI’, ‘Interactive Dashboards’, ‘Faster Response Times’, ‘Minimum clicks, Maximum Productivity’ etc. However, most individuals now expect highly personalized or ‘contextual’ applications which can perform a certain task keeping in mind the user, the user’s preferences, etc. At the end of it, the expectation is for the data and information to be highly accurate, quick, and relevant to their tasks.

Defining Contextual Applications
It is a standard practice in organizations to automate business processes through their IT applications. These IT based processes are fine-tuned to the organization requirements, while being adapted from the proven worldwide best practices. Enterprise applications are still ‘traditional’ in nature as users have to derive information and then use it, rather than being pushed with relevant and timely information. The figure below shows why enterprise applications are still ‘traditional’ in nature:

Enterprise Applications Limitations

My very basic definition of contextual applications would be:
“An application that provides relevant, accurate, and specific data or information to a user to perform a specific task in time and sync them to other related applications, while considering various aspects of the user and ‘Human Factor’ elements.”
User and Human Factor elements would include user’s role, work location, devices being used by the user, products the user has purchased, recent tasks performed, user stress levels, user cognitive abilities etc.

My secondary research on ‘contextual applications’ yielded a concept called as ‘Mindflows’ (term coined by PwC). ‘Mindflow’ is the flexibility of a workflow to adapt to the thoughts of a person to accomplish a certain task.

Mindflow_PwC

Source: PwC

According to PwC, systems have to be designed based on not just workflows, but should also consider the human cognitive processes as part of the overall business processes. The following table shows how ‘mindful’ applications are better than traditional ones:

Advantages of Mindful apps

Source: PwC

Contextual Enterprise Applications on the rise
The need for contextual enterprise applications has risen dramatically in the recent past. Gartner lists ‘Context Rich Systems’ at #5 on the list of technology trends of 2015. It further states that “Businesses will be challenged with creating a dynamic user experience based on an expanding set of contexts to pull data from”.

Some of the present day enterprise applications are in line with Gartner’s trend. IT solutions are modeled more around human behavior now than in the past. For example, Oracle’s marketing automation application also called Oracle Eloqua is modeled around how the marketer thinks. Steven Woods (Group VP of Software Development, Oracle) believes “that’s how today’s software should be designed. How does a human think given a certain task, and how will software mold that thought process”. (Source: PwC )

Oracle Eloqua

Source: The Hub

Apple and IBM recently formed a partnership to focus on mobile business applications for various sectors, such as Finance, Law Enforcement, Transportation etc. One of the applications from their partnership was ‘Incident Aware’, which offers law enforcement officials contextual information relating to any untoward incident. This information included maps, video feeds from the crime scene, background information on suspects, and real-time information on back-up arrival times.

IBM's Incident Aware

Source: IBM

Engencia, which is the business travel services arm of Expedia, provided an application to its customers for their mobile devices. Each time a business user clicked on the app, it transmitted all of the relevant information to the travel desk agent. With the travel agent having most of the customer information already handy, there was very little input required by the business user for changing travel plans.

Egencia_Page

Source: Engencia

While the above examples certainly show that contextual enterprise applications are on the rise, here are some of my random ideas for contextual applications – though not aware of its being under usage already:
1. A Manager approving leaves for one of the resources in the team could be prompted to approve other pending leave applications for other resources. In addition, an interacting application could open a Project Management Application (with a single sign-in) and allow the user to modify the project plan based on the leaves approved
2. A service application could sense the energy/stress levels of a field service agent and suggest the next task to keep up on the productivity
3. Service desk applications can ‘predict’ a caller’s issue by using information such as name of caller, products/services purchased, location of caller, issues raised from same/nearby location of caller etc.
4. Timesheet applications could automatically record time spent on each task or activity based on several parameters (such as name of the application the user is working on, keywords being typed by the user etc.) and record the time spent on each task for the day

To conclude, one element that will play a huge role in designing the next set of enterprise apps is the ‘Human Factor’ element. Ergonomics, Cognitive Engineering, Psychology, Stress & Fatigue, Culture, and other HF elements will be major parameters in designing future enterprise applications. The ‘Cloud’, ‘Mobile’, ‘Analytics’, and ‘Social’ will be the major enablers of contextual applications. There is also little doubt that context-sensitive applications will play a very important role in the ‘Internet of Things’, ‘Wearable Computing’, ‘Smart Machines’ and other technology innovations.

About CRMIT Solutions

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. CRMIT Solutions is committed to providing customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

CRMIT Solutions also extends Marketing Cloud Automation solutions with Oracle Eloqua. “Marketing automation has been a critical componemarketingcloudnt for our customers and Oracle Eloqua is an ideal fit for modern marketers to power revenue performance,” said Vinod Reddy, Founder & CEO, CRMIT Solutions.“They can transform the way you market in the digital age while delivering an integrated and highly personalized customer experience,” added Vinod

Achievements

CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

Vikram Huruli
Senior Business Consultant
CRMIT Solutions Pvt. Ltd., India


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Can Remote Device Monitoring benefit Field Service organizations?

blog

How to deliver a knock-your-socks-off customer experience (CX) during Field Service?
Does Customer Service experience ensure winning your customers for rather longer tenure than anticipated? In a non-creepy style, of course.

Today’s field service management apps are not only limited to resource tracking. Location is great to know, but it’s just the beginning of what needs to be accomplished out on the front line.

To start with, field service organizations want more sophisticated workflow functions and richer customer engagement capabilities. However, even these more advanced features react more than anticipated. To become more productive, save more money, and even create new revenue streams, mobile field service management solutions need to become more proactive and preventive.

What is Field Service Automation Space?
Integrated enhanced customer support channels has brought up Mobility, Cloud and IoT (Internet Of Things) together. Internet expansion is moving far beyond desktops and local area networks (LANs) to remote field service assets that rely on mobility and the cloud, from heavy industry field equipment to sensitive medical devices.

The age of collaboration has been expected for some time now within the service. Despite the proliferation of mobile devices and virtual communities, organizations still find it difficult to coordinate processes which aren’t owned by a dedicated stakeholder, communicate information to disparate teams, or collaborate with the intelligence captured from customers and equipment in the field.

Adopting a Customer Service, not-my-Job attitude, disconnected resources are a few of the major challenges faced by top players as well, and hence ending up losing an Opportunity.

How? See next;

Scenario 1: Field Service at Cross Roads
Today’s field service organization is reactive and heavily dependent on the customer waving the red flag. They wait for the equipment user to recognize there’s a problem and call in with a complaint.

The clock is ticking!!!1

Scenario 2: Remote Monitoring Boosting the CX
A more proactive system would utilize sensor and remote monitoring instead of the customer’s eyes and ears. 1.1So, the increased integration of machine to machine (M2M) technology is providing the field service industry with an excellent opportunity to offer new services and increase revenue, while enhancing the overall quality of the customer experience.

Take Away…
Implementing customer-centered thinking in an organization is all about making your customers a central organizational value that guides behaviors and decision making. Valuing customer experience is about changing your process, sure, but it goes even deeper: It’s about changing attitudes.

Obvious benefits of location technology and data-capture devices include rapid service provisioning and better routing and scheduling, which helps shorten time windows for service appointments. It always helps to provide actionable insights on facilitating collaboration and hence, information exchange between the field service team and the contact center.

Adding to the momentum is that connecting a multitude of devices is becoming increasingly affordable. I personally feel that the added M2M intelligence, results in faster issue resolution, less downtime, and added customer value. And satisfied customers are the key to recurring revenue streams and positive referrals.

What if next time, I receive certain notification stating that my voice controlled house lighting system has been noticed facing few performance issues due to certain device drivers, and I just need to confirm an appointment with the concerned team at my convenience, or even better that the issue is resolved remotely and details have been dispatched.

Huh…I can’t ask anything better as I didn’t even get the chance to face the issue and it got fixed. This time, I conclude the thread with a new-age formula;

Understanding your Customer + Engaging your Customer = Navigating with your ‘WoW Customers’

Customers are delighted & in control, now more than ever !!!

About CRMIT Solutions

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. CRMIT Solutions is committed to providing customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.Achievements

Gaurav Bhardwaj
Lead Consultant – CRM/CX
CRMIT Solutions Pvt. Ltd., India