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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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Legacy Vs Modern Service Desks

Modern Service Cloud

Customers have changed, products have changed, the way they interact with the products have changed, then why should the service desk be the same? It is time Legacy service desks move and give way to Modern Service Desk solutions.

First Time Resolutions:

Earlier, customers being able to connect to companies on their preferred channel itself was a big challenge. Legacy service desk solutions tried to solve this important problem by giving a unified platform where the service desk people could see incoming requests from various channels. This means, the customer can continue to interact with the company in multiple channels and their experience would remain the same.

Modern help desk solutions move beyond the ability to connect multiple times with the same experience, they instead strive for the first-time resolution. If a customer had to call you more than once to resolve their problem, the satisfaction rating is already downhill. So, don’t miss the first time they are speaking to you in any channel; make sure you do everything required to resolve their problem.

Customer Effort:

  1. What should the customer do, to get his issue addressed?

    Legacy service desks assumed a lot of effort to come from the customer side. Be it explaining the issue or categorizing it in the right problem area, they had to make sure the problem is recorded perfectly, which maximizes the chances of getting their issue resolved quickly and completely.

    Modern service desks believe customer effort should be minimal if not zero. Can the system understand the issue from the short description of the customer? Can it read the image of the problematic product to determine what could’ve gone wrong? Can it tag the support case to relevant category automatically? How can we make sure the customer does minimal work, yet sees that his issue is resolved?

  2. Why ‘minimal work’? What about ‘Zero work’?

    That’s where modern solutions such as IoT (Internet of Things) are helping. Today it is possible for a connected product to know when it has a problem and it can report automatically, without any intervention of the customer. For example, a chip in your washing machine can watch it for problems and create a service case when there is any. This brings down the customer effort drastically and surprises them with amazing service.

Field Service
Channels:

Traditionally, Emails and phone calls were considered as the primary means of reporting a problem. Most of the legacy service desks are pre-integrated with popular Email Solutions and Computer Telephony Integration systems are used to connect voice calls to the respective service agent.

Today, the same two channels continue to serve many customers, but many other modern channels have emerged. For example, Chats, Video Support, Web Self Service and Mobile.

Each one of these channels is having different advantages. For example, Video Support may be extremely useful in fixing certain types of issues. Web Self Service can educate the customer and avoid the need to create a service case. All these help in improving customer satisfaction and reducing service cost.

However, a modern service desk should provide a tight integration with these systems. This involves a strong journey mapping and technical capability to connect.

Contextual Knowledge:

If customers know enough, they can fix the problems themselves. That’s the aim of the knowledge base, presented via various channels such as the web, mobile and voice.

However, a typical knowledge base has hundreds of articles, if not thousands. Customers may not be interested in going through all of them to find a fix to their problem.

This is where Contextual Knowledge makes a big difference. Use the information you already know about the customer (Example: model they have purchased) to only show them relevant content. Also, use the problem description to push the right kind of knowledge articles.

Also, present your knowledge articles in the right media. Certain information can be conveyed using text, while certain other details can easily reach the customer with pictures, videos. People prefer to consume these content instead of long paragraphs.

Feedbacks and Surveys:

While the customer is interacting with you, collect feedback (implicit and explicit) on a constant basis and use it to improve the support. This can be done by the feedback module of modern service desks.

Use multiple channels to collect feedback and remember the customer effort. For example, a single click feedback is much better than a form with four fields in it.

Agent Effectiveness:

When you do so much to improve the experience of the customers, what about the agents? What can you do to help them do their job better, which in turn translates to even better customer experience?

Modern Service Desk solutions come up with features such as Agent Scripts which help in resolving known problems quickly. The consistent approach in analyzing a problem results in a complete understanding and better fixes.

Similarly, look for other process automation possibilities in your service desk implementation. Anything that would remove the routine tasks from the agent and helps him/her to focus on the solution. For example, if a problem is already fixed with a solution article, it can be automatically shown to the agent while he/she is reviewing the problem description.

Agent’s performance can be continuously monitored by their manager for suggesting improvements. This also helps in case of escalation, as the manager would have a good understanding of the problem and address it better.

Business Intelligence:

In addition to regular monitoring of agent performance, modern service desks provide a complete business intelligence module which helps in analyzing various patterns to get actionable insights. Both historic and predictive reports are used to improve service efficiency.

You can even beam some of these reports back to your customer. For example, if 62% of your mobile app users see their issue resolved in the first call, why not tell it to the customers and encourage them to go mobile?

Social Support:

Today’s customers spend a lot of time on Social Media. Hence, it is becoming an important channel to speak to them or hear from them.

Modern Service Desks come with strong social integration which help in listening to conversations, understanding issues in advance (even before they are reported) and getting back to the customer proactively. This has to be done in such a way that the privacy norms are respected and no sensitive information is shared with the public.

From the legacy world of waiting for the customer to complain, to the modern way of fixing the problem by going to the customer, service desks have come a long way. Modern lifestyle keeps raising the expectations and these service desks help organizations in meeting those expectations successfully.


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Innovating to Support CX and Student Experience with Oracle CX Cloud Solutions

Enhance-Student-Experience-with-Oracle-CX-Cloud-Solutions

Current technology have changed the way higher education industry works, the way education institute manage and engage students are changing. Institutions interact with students at different stage, level and with different objective. The entire student life cycle across different stages required dedicated strategy and focus.

It could all start with Marketing and Communication, where institutions focus on marketing their educational services to potential prospects across multiple channels like email, website, social networks, digital advertising across key sites etc. Reaching out to right prospect, increasing traffic to their company website through different channels with below focus:

  • Education Marketing
  • Website Design
  • Social Web and Media Integration
  • E-Commerce and Self Service capabilities

Technology plays a vital role in aligning and integrating student experience from the very 1st touch point of getting exposed to the institution and it’s offering to the phase of interacting to Institution sales rep, applying and getting enrolled in the institution through institution’s Sales, Enrollment and Operations strategy

The student experience doesn’t end here but starts off for another stage/level were they collaborate, communicate internally among students / professors /staff/alumni for specific need through systems like Support Portal / Social Network. It could be related, but not limited to:

  • Academic enquiries – Fees, operation etc.
  • Collaboration/ Discussion over academic or project topics
  • Upcoming events etc.
  • Engaging communities for Students and Alumni
  • Communities of Practice and Peer-to-Peer solutions

Oracle CX stack of application helps in the entire student life cycle experience starting from initial touch point to explore and learn about Institution and its offering through Oracle Marketing Cloud application with Social Network capabilities or Self Service capabilities on website through Oracle Service cloud applications to tap and provide right experience to student. Or let it be during the sales cycle for the institutions to know better about their students and their profile through integrated Sales Cloud application for better tracking and experience for student in – terms of latest information.

Later providing the right platform for enrolled students / alumni to collaborate, communicate using Oracle Social relationship Management with Self Service ( for any enquiry, eligibility calculation etc) from Service Cloud with Oracle Policy Automation .

About CRMIT Solutions:

 

Oracle Specialized PartnerCRMIT solution is the Oracle specialized partner for the Education Industry which means Oracle recognizes CRMIT Solutions for expertise in providing exceptional student experience with integrated multichannels

Supporting and enhancing the ‘student experience’ throughout the student lifecycle (from first contact through to becoming alumni) is critical to the success in higher education today for both the student and the institution. The ability of institutions to create and manage their unique experiences will significantly allow them to differentiate their brand and compete in today’s increasingly competitive market. Creating and managing the students ‘ experience can impact each of these areas as well as support the unique vision and goals.

“We are proud to achieve OPN Specialized status in Education & Research. Education is critical for competing successfully and is becoming more ‘experiential’ in nature for not only creating, but also enhancing the students’ experience,” said Naga Chokkanathan, Senior Director, CRMIT Solutions. “Our continued commitment in this area offers a multichannel solution to enable this experience starting from self service to assisted services, social to campus engagements, and web to mobile solutions.”

We are 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.

Testimony to Customer Excellence

Inputs From
K Pankaj
Business Consultant – CX/CRM Industry Solutions
CRMIT Solutions

 


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Delivering on Customer Experience and Digital Engagement in Insurance Industry

 

 

customer-engagement for insurance industryInsurance is one of the industries with low number of customer touch points. But the business process and the possibilities are so complex, each touch point is a potential nightmare, or a potential opportunity.

Customer experience for an insurance prospect starts with translating their requirements into the right insurance product. Many times prospects want to compare products from different companies which tend to be very different from each other. Hence this communication is very critical for any insurance company to convert a prospect to a customer.

Digital Engagement in Insurance Industry

 

During sales stages, agents or representatives of the insurance company need to answer so many questions which tend to get difficult as the lead moves to higher levels. Allowing self service builds credibility as the information presented is very transparent and people are given their choices so that they can make an informed decision.

At this stage there has to be complete integration between experience in various channels. For example, a prospect may see an advertisement in newspaper, call a number to get further details, register online and complete the process by making payment in a physical office. Each one of these steps may look different from system standpoint. But for the prospect, it is the single insurance company they are dealing with. They expect information to flow seamlessly, preferably at Lightning speed.

After the sales process is completed, there are other transactions such as payments, renewals, claims and queries in between. It is important that these are also provided in multiple channels with an unified experience. This helps in improved customer satisfaction and provides opportunities for cross selling and upselling.

Seen from the system perspective, this experience requires integration between multiple applications such as sales, support, product catalog, Web site etc. So the best solution should seamlessly stitch these without making it a complex process. This is where modern customer experience systems start their thought process. System should be an enabler, instead of being a restrictive force. It should let the business users think in terms of different types of customers, their expectations from the system, different touch points they come across, choices they have in each one of those touch points, how communication flows as a journey.

Oracle’s Cloud solutions such as Sales Cloud, Service Cloud and Marketing Cloud allow companies to imagine their customers’ journey maps and model a solution which matches to that. Powerful analytics provided by these systems can be used to optimize performance at every stage.

For example, we implemented a solution using Oracle Cloud products where our customer moved their complex insurance application verification process from paper to system. At every stage, we looked at the business processes and the way customers would see it, react to it and modelled a flow which made the process a breeze to everyone. We could see immediate user acceptance and improved efficiency.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

We are 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.

Testimony to Customer Excellence

Inputs from
Naga Chokkanathan
Sr. Director – Innovations
CRMIT Solutions


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Cloud Service demands encourage CRMIT Solutions to publish CX solutions on Oracle Cloud Marketplace

CRMIT Solutions launches its CX Cloud applications & services on Oracle Cloud Marketplace. The applications available cover a broad range of CX functions from web assisted services and telephony solutions, to more complex services such as implementation, user adoption, and data management, marketing automation, social relationship and testing.
oracle_cloud_marketplace
The Oracle Cloud Marketplace helps Oracle Cloud customers find the best applications to meet their needs through an easily searchable interface. Applications are listed along with the relevant details to help customers determine their value for their organizations, including user ratings and reviews.

With the proliferation of cloud, mobile, and social technologies, organizations want easy access to innovative, trusted business applications. To meet this demand from customers and create new opportunities for partners, Oracle developed the Oracle Cloud Marketplace.  Oracle Cloud Marketplace enables Oracle Cloud customers to easily browse, evaluate, and license trusted business applications to address their business needs.

CRMIT’s fastest growing products are the customer experience applications including the Self Service Portal and Mobile CRM. Currently, the applications available cover a broad range of CX functions from web assisted services and telephony solutions, to more complex services such as implementation, user adoption, and data management, marketing automation, social relationship and testing.

CRMIT’s has extended latest CX applications like computer telephony, email, self service, mobile, social, Configure Price Quote (CPQ) and reporting solutions to the Oracle Cloud Marketplace. This helps Cloud CRM customers easily find various applications that meet their needs through an easily searchable interface. The application listing provides detailed information including a description of the application, demos, ratings and reviews, videos and screenshots.

CX Extensions

“We see customer demands go to the cloud. We are seeing more & more customers move rapidly to the cloud. They want to buy applications, platforms and infrastructure in the cloud. Oracle has led the way – the only ones to provide every layer of the cloud technology stack in a single, integrated cloud. This has helped partners leverage the latest in cloud technologies to grow their businesses. The Oracle Cloud Marketplace enables partners to quickly and easily develop, integrate, publish, and monetize their applications.  We are glad to publish a range of Customer Experience applications & services on the Cloud Marketplace, “ said Vinod Reddy, Founder and CEO, CRMIT Solutions.

To view CRMIT’s CX Applications on Oracle Cloud Marketplace, please refer : Oracle Cloud Marketplace


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New Age Customer Self Service Portals for CRM

Traditionally, CRM self service portals used to be the web support channel for customers. Some companies extended this concept and used such portals for employee management, dealer management etc. However, such use cases are very minimal.

Even today, majority of the self service portals in the market focus on these standard functions only:

  • Register / Login
  • Search / View Knowledgebase published by the company
  • Create Service Requests

While these basic features are required, modern web support (whether it is self service or assisted) wants to go a step beyond this. For example, let us take an example of a college, deploying their own self service portal for students.

  • College students get a login (or can register) in the portal
  • They can login, see the college knowledge base / download documents
  • In case they have a support requirement, they can create a service request

Wait a minute, when you say “Service request” what do you mean?

For a student, it may mean many things: Requesting for a mark sheet, Requesting for an attendance certificate, Requesting for a change in the profile phone number etc.

While all these are service requests, their nature is not the same. For example, when requesting for a mark sheet, they may have to provide additional details such as their examination number, year of exam etc. When requesting for an attendance certificate, they may have to say this certificate is required for what purpose, from which date to which date etc.

This means, even though portals call it with a single term “Service Request”, it actually means many things. You can’t have a single form and expect that to serve every possible service request case. Either that form will be too generic not serving the purpose, or it will be too long and users will run away.

Customer Service Management

To take care of such problems, CRMIT’s CRM++ Self Service Portal is moving in the direction of dynamic SR Types Management feature. This means, companies implementing CRM++ SSP can design their own types of Service Requests, and design unique forms for each one of them, with specific fields, labels they are looking for. Customers will love this because only targeted questions are asked, Agents will love this because all the information they need to solve a particular problem is right in their hands.

Stay tuned for our next SSP release.


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Client On-boarding and Customer Experience

Anyone who has gone through the process of setting up a B2B (Business to Business) Account with a Bank would swear by the poor experience they are met with due to highly inefficient and ineffective client On-boarding process that they are subjected to. Banks these days have to realize this to ensure they make the first best impressions to their clients to avoid losing them to competitors.

Enabling Customer ExperienceThough part of the problem is compounded by ever growing regulatory compliance requirements like Anti Money Laundering, Terrorist Funding, Foreign Tax Account Compliance Act etc that the Banks have to adhere to, they just cover only one side of Poor Client On-Boarding experience.

The primary reason for poor on-boarding experience is attributed to few other reasons too.

  • Lack of Customer Centric Systems – Most the banks traditionally inherit systems that are Typically Product Centric than customer / relationship centric
  • Viewing the process of Client on-boarding as a back office operation than as an engaging front office with collaborative back-office framework to seamlessly work with numerous back office groups who play a facilitator role in the on-boarding process
  • Lack of metric / Key Performance Indicator (KPI) driven approach in place to plan, measure, correct and reward performing groups / Individuals who make significant difference to the client on-boarding experience

Though putting in place a Customer Relationship Management (CRM) system is not a magic wand that wipe-out all the issues listed above in one go without fundamental change in the way Organizations operate, an effectively designed / implemented CRM that mitigates the above challenges can be a sure differentiator for Banks to improve not only the customer experience but also the Net Customer Life Cycle Value.

Here I have articulated few suggestions and tips on how a CRM system can help Organizations to effectively improve the client on-boarding process.

On lack of customer centric system…

It is never going to be an easy task to just like that replace your product centric legacy back-end systems in one go into a customer centric system. The next viable best alternative available over here is to put an overarching CRM system that wraps your entire product centric core banking systems and make the CRM as a Centralized front office Application for your Relationship managers, Product Specialists and other Sales / marketing teams. The key design attributes of this CRM to facilitate On-Boarding should be below.

  • For new customers to be on-boarded, enrich the basic prospect data that you have collected in CRM with rich info that is available by integrating with Trusted Data Service Providers like D&B, Hovers etc. These systems provide very rich info about your clients like Client Organization Structure, Business diversity, Geographic Diversity, Key Client Contacts & their profile, financial data etc. This ensures a lot of info is already built in your system to do your KYC (Know Your Customer) as well as Risk Rating / Assessment in an effective manner by asking minimal info from your customers.
  • For existing customers, ensure your customer profile details (demographic, relationship, financials etc) spread across multiple internal products centric systems are cleaned and de-duplicated in the new CRM system. This would make it easier to facilitate on-boarding of existing customers to some your new products & services lot easier eliminating duplicity in asking info from customers that you have already with you.

On collaboration…

It is a common phenomenon observed in many Banking Organizations that Customer On-Boarding is considered either as a complete Back End (risk, legal, finance etc) responsibility or in few cases as sold Front end responsibility forgetting the underlying need of effective collaboration of front-end and back-end teams to make it easier for the customers.

The CRM one deploys should have all ways and means to make this collaboration between back-end, front-end teams and customers possible without any compromise on data security.  The collaboration could be facilitated by in-built email management solutions in CRM, a self-service portal that is integrated with CRM where customers can log-in and have visibility on his on-boarding process as well as share / submit additional info & documents needed, an internal discussion thread / business social features that can make interaction between back-end and front-end teams lot seamless and easier etc. In reality today many of these happen in an adhoc & in-efficient manual manner making it a time consuming as well as frustrating experience for the end customers.

On KPI Measurements…

None of the above systems and processes would work unless people on the ground are mandated to adhere to stringent KPI (Key Performance Indicator)/ SLA (Service Level Agreement). Assuming there is a commitment at the top to make it possible in having them in place, the CRM should provide support to have in place interactive dashboards and reports to report on these KPIs to identify the bottlenecks in the process and streamline it. The reports / metrics can be as simple as one that provides info on on-boarding throughput, performance of adherence to SLAs by various departments managing the on-boarding process, overall lead time, ageing analysis to identify critical bottlenecks etc. The KPIs should serve as a key input to your performance management team to see continuous improvement over a period of time.

So in net, going back to my original point, would like to share that Customer On-Boarding is an important process in establishing a new relationship with your client and making it effective / efficient with a well designed CRM system can make a big difference to Banks as well to Customer Experience.

Venkatesan Sundaram
Senior Director, CRMIT

Originally Published on Venky’s Blog


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Twitter’s Self Service Advertising Platform & What it means for Social CRM

Buzz is that Twitter has launched a Self Service Advertising Platform for certain markets. We can expect it to go mainstream soon.

For quite sometime, Twitter uses promoted tweets, promoted trends etc., to make money. But they were not as self-service as Google Ads or few other alternatives. Having a system where people can manage their own Twitter Ads (& use them as per their budget) is going to add lot of value. And improve user adoption too.

Social CRM will jump into the bandwagon too, Soon we can expect features such as create a Twitter Ad from your CRM, Track effectiveness of a Twitter Ad, Track responses to a particular Ad, End to end campaign effectiveness reports etc., Exciting!

Do you use Twitter Ads? Are you planning to integrate them to your CRM? If yes, how? Who will benefit most from a platform / integration of this sort? Share your thoughts.