Blogs & Case Studies
Can RPA help you improve the customer experience for your brand?

The answer to the question in the title is “Yes.” Automation of several customer-facing tasks improves #business efficiency, hence customer experience. Robotic Process Automation (RPA) is one of the fast-growing segments that drive innovation across marketing, streamlining CRM, and improving every Customer Experience. Great User Experience is the key to any business success. As business technology RPA automates the highly repetitive and routine tasks generally performed by the knowledge workers. The employees’ free time can be used for more value-added and user-facing tasks. For example, American Fidelity reduced huge human hours of manual tasks through RPA. The drag-n-drop features of RPA solutions...

10 Main Benefits CRM Can Help Your Business With

Customer Relationship Management (CRM) is an approach that manages customer interaction; establishes and maintains a good relationship with the customers; and creates more customer engagement. CRM solutions achieve these through technology and innovation. The top-10 benefits include: 1. Deeper customer insight 2. Improved Customer Relations and Customer Experience 3. Efficient Data Management 4. Sales Prediction 5. Improved personalized customer interactions 6. Improved Customer Opportunities 7. Business risk and expense #management 8. Increased productivity 9. Better Team collaboration 10. Lasting Customer loyalty Let us see how: 1. Deeper Customer Insight: Customer data collected through...

How to Provide a Great Customer Experience and Maintain Social Distancing

The virus has forced people inside their homes. But business has to go on. The first phase prompted businesses to go online and transform digitally to keep the business going. In the new normal (second phase) a more solid approach, planning, and strategy in terms of digital transformation is required. To be competitive is still the buzzword while maintaining customer relations is now more challenging. Re-visiting the two foundations of customer loyalty —‘trust’ and ‘confidence’ is needed. For business success innovation is the need of the hour. What should be the customer service model during the new normal? Customers insight through Customer Relationship Management (CRM) solutions...

Are you a Good Brand or a Great Brand?

It is an expression of a product or service of a company and how well they have internalized their customers. It is rightly put by Lisa Gansky: “A brand is a voice and a product is a souvenir.” So what makes a good brand? – A clear focus with thorough knowledge of the target audience, competition, and USP. A brand’s identity reflects the goals which the company consistently maintains: during presales, sales, and post-sales. What is a great brand? Great brands are made out of a consistent business effort that creates a strong identity that its customers relate to. This identity remains constant over time. In 1999, Coca-Cola introduced vending machines that automatically raised prices during the summer for consumers to pay more for the ice-cold beverage. Customers were furious customers termed it...

Every Customer Connection Matters

Every purchase says a story of its own ─ the, #customerexperience with your #business. The plots of these stories are the #customerrelations you create and maintain with the mind-set that every interaction is important. The customer relation today is a lot data-driven. Data offers the capacity to gain an accurate understanding of customers through #analytics to provide even better #customer experience. This is the mantra to survive in today’s highly competitive #business scenario. Everything boils down to establishing a sound customer communication system. Customer knowledge is power and #data transforms that power into #business edge. A holistic approach to customer communication uses Customer Relationship Management (CRM) tools to ensure sound and a proper #businessintelligence tool...

How can BI help Improve Customer Experience

As per International Data Corporation, each person on earth will generate an average of about 1.7 MB of data per second in 2020. Business strategies and decisions have evolved from being data-based to data driven. Today BI solutions harness the sea of data being generated for a great customer experience. How? Data speaks and it gives the right answers to the right query. This is where effective BI solutions differ from others of the same genre. A solid Business Intelligence strategy means perfect customer data interpretation and better customer expectation management with data imaging and self-service BI. Mixed with AI, these can turn the customer management scenario cause a 180 degree. Big Data imaging or visualization tools...

Begin Your Digital Transformation Journey To Improve Customer Experience

Irrespective of whether you are a large global multinational corporation, small-medium enterprise or a startup, digital enablement drives every function of your business today. The ability to effectively communicating with your target audience, process their requests and orders, continuously keeping them informed about progress of their request and order as it progress, listening to them, quickly responding and resolving their concerns, adopting quickly to improve the processes are some of the most crucial factors for any organization to give its customers a great brand experience. This may look simple at the outset, but it may need some good systems, stringent processes and a good level of automation to achieve this...

Evolution of Customer Communication Management (CCM)

As customer expectations around instant access to up-to-date, relevant information continue to rise, the customer communications industry is evolving to satisfy their needs. For this purpose, customer communication management (CCM) has developed rapidly in the last few years, to a new, multi-channel reality. Where customer communications are used to connect latent, one-way messaging, today’s communication explications can support organisations to realise the promise of reliable, scalable, multichannel customer communications based on extensive analytics. But not all businesses have completed the evolution to mature CXM (Customer Experience Management). The Three stages of Customer Experience Management...

Isolation Economy – Forced start, current state and future

Its coming to 6 months when COVID-19 almost home arrested the mankind globally. Some societies responded quickly and managed to control the spread of pandemic while many struggled and still struggling. The impact was same for most economies and most organisations globally. To ensure a smooth running, companies allowed employees to work from home. This global pandemic did not only change the working style but also the expectations, the way to work, the way to buy, the way to sell as social distancing became the new norm. This situation forced the mankind towards the “Isolation Economy”. The isolation economy is based on the principle that people will travel less for any kind of work, rather they will mostly work from home...

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