Aptean Blog

Aptean Blog

Featured

The Importance of Customer Experience in Consumer Banking

Customer experience is becoming an increasingly important factor in the global retail banking market, and that is where CRM tools hold many of the answers.

Read More

Initiate Change, No Matter How Small

According to industry analysts, there are many facets of asset maintenance that can be articulated and quantified as characteristic of best-in-class companies. There are also many consulting companies who can help you achieve improvements in your business. However you can make progress yourself by applying just three elements – persistence, focus, and data. While this premise sounds simple, its execution is not; otherwise there would be no unplanned downtime in manufacturing operations. Imagine being a maintenance expert, working only 9 to 5, with no midnight calls that the equipment has shut down operations. While that scenario may not be realistic any time soon, there is no doubt that it can become more so with these three principles.

Remember that progress seldom is easy, though is certainly worthwhile. Persistence is the hardest of the three disciplines, yet the most important one. Focus allows you to avoid distractions that can allay your initiative. Good tools are essential in supporting your persistence, once you push your initiative uphill.

Your persistence and focus in executing depends on obtaining, analyzing, and acting on good data. Data, and its analysis with clear visualizations, is vital to supporting any initiative you undertake. Without it, you do not know where you are, where you are going, or where any improvements are being made. Without that information, your desire to persist will wane, and with it, your initiative. You will then be resigned to a tale of “well, we tried that once but…”

We all have so many initiatives that we wish we could tackle, but none will happen with just thoughts and wishes. You can only achieve success one step at a time. So consider your most important initiatives and apply these three disciplines to impact your current results. I suggest starting with an initiative that has a high impact, and a high chance of success, so that you can see positive results quickly and feel encouraged to tackle the next one. If one asset in your facility quickly comes to mind as one you would like to throw out of the window because it causes you so much trouble, then consider focusing on improvements to it. Just that one asset. Remember that a high-impact initiative does not have to be a broad one; it only has to positively affect your work environment in one small way. Once you see success there, you will be energized and more confident in tackling the next one.

Mark Twain said that “the secret to getting ahead is getting started.” Decide to tackle one asset. Decide to organize and control one small area of the storeroom. Own it. See results. Sell your success to your colleagues and management. And watch it grow. And then brag to me about your success, because I would truly enjoy hearing about it.

Read more
April 27, 2017 Kay Jenkins Jump to Comments

Tags :EAM

Software Investment is Crucial as VAT Collection Enters New Era

The system for collecting value-added tax (VAT) in the European Union has always had its critics.  When the European Commission announced its VAT action plan in 2016, part of their stated ambition was to make the current EU VAT system simpler to use and, as a result, more business-friendly. 

The Spanish government is responding to the challenges of the Commission's action plan by further strengthening measures to reduce the VAT gap by applying a strategy to modernize VAT administration, through the introduction of a new system incorporating the "Immediate Supply of Information" (SII).  SII is another key step in the process of continuous improvement the Spanish authorities are undertaking.  The mission involves upgrading systems and creating the system of the future.  The government's intention is to improve the information they gather, both to gain more effective control of the system and to focus on generating more revenue.    

In this whitepaper, Jaume Carol, Senior Manager Customer Solutions, breaks down who will be affected and what needs to be considered when selecting a financial management solution.   

Read more
April 11, 2017 Jennifer Stancil Jump to Comments

Tags :Ross

The Future of MES

Being a manufacturer is not easy these days. Margins continue to shrink, regulations are being tightened, and a considerable skills gap is taking hold. One of the many challenges the industry face is asking for better, more visible data, yet many manufacturers are still struggling to gather this information. There is a lack of visibility, a lack of usable metrics, and very little real-time information. And while enterprise resource planning (ERP) systems house some of the data, they lack the functionality to deliver information to the shop floor, which is necessary to address issues as they occur.

This is where MES makes the difference. It tracks and documents the entire production process from the raw material to the finished product. This data is then fed back into the production process.

The deployment of MES can help manufacturers to use capabilities they were not even aware they had, and to better allocate resources with great potential to become more efficient.

It pays to be picky

Although 2017 is a good a time as any to get into MES, many forward-thinking food and beverage manufacturers did so years ago, and a growing number of them have now reached a point with their MES solution where they are asking for add-on features and functions that further capture production process data, and using it in a way that expands the footprint of the MES solution. Making the MES data a visible part of the overall supply chain is also crucial, and key to ensuring the four walls of the factory do not represent a black hole of information. Manufacturer wish lists are expanding.

Having proven itself a very viable tool for improving efficiency in manufacturing, MES has reached a point where it is crucial not only that you deploy the system, but also how you do so.

For some manufacturers, deployment on their premises will work best, while others will receive greater benefits from a cloud-based solution. A combination of the two will be the way forward for many. Subscription-based models are prevalent now, making it possible for users to deploy MES quicker and with less effort.

Manufacturers have also started to ask for mobile features that allow the data that is collected by the MES solution to be displayed on tablets and other devices. This demand is also driving MES providers to advance app-based solutions.

It’s only data – unless you use it

Data collection is not the difficult part; organizing the data in a way that makes it useful to manufacturers is. There are two phases. This first is selection: what data can be used for which purpose? The second is intelligent presentation: how can this data be arranged so that it has real value for those looking at it?

MES solutions of the future will have to become better and better at getting the right kind of information to the right person at exactly the right time. There is no point in gathering huge amounts of data if people then have to go and dig for it. For MES solutions to be effective, what is being recorded needs to be automatically turned into targeted actionable intelligence, facilitating improvement, and a culture of action at all levels of the organization.

Industry 4.0 is coming – prepare yourself

Smart manufacturing is more than just a buzzword now: as machines acquire more and more intelligence, the idea of a so-called Industry 4.0 is starting to become a reality. Scenarios where machines order their own parts according to their needs are not pipe dreams. In less than ten years’ time, something close to full automation might be possible.

But although some manufacturers stand prepared to embrace such a future, others- the broad majority, in fact- will take time to adjust. Advanced MES solutions will help them along the way. Using the right kind of data in the right kind of way, manufacturers can make themselves more flexible and more efficient – steadily progressing to what the manufacturing industry will look like in a decade.

The future is tailor-made

Over the coming years, MES is only likely to grow: the global market for technology is projected to reach $7.4 billion by 2020. With users who are already deploying MES solutions becoming more demanding – and with new users joining their ranks – 2017 looks set to be a year where MES takes another step towards providing the tailor-made, purpose-built solutions that will help food and beverage manufacturers to be as efficient as they need to be in order to stay successful, and continue their drive towards lower cost producer status.

Read more
March 22, 2017 James Wood Jump to Comments

CUR versus SAFER: Are they complementary or in conflict?

Both of the NHS England initiatives (Clinical Utilisation Review and SAFER) cite evidence that patients deteriorate physically and cognitively in direct proportion to their length of stay; and for elderly patients this has a significant impact on life-expectancy.  Their common goal is to minimise inappropriate delays to ensure Safe, Rapid Discharge or Transition of Patients and to avoid unnecessary hospital stays at an inappropriate level of care.  

In this whitepaper, Peter Ellis, Managing Director Medworxx UK, discusses how both Clinical Utilisation Review (CUR) and SAFER (RED2GREEN days) intend to provide transparency and rigour to managing the patient's journey to ensure, at a minimum, daily assessment of key activities and status.  These initiatives are interdependent and if appropriately integrated and harnessed, provide a comprehensive picture of the appropriateness of days of care across the organisation.   

Read more
March 15, 2017 Jennifer Stancil Jump to Comments

Tags :Medworxx

Organize Around Customer Experience

Today’s competitive consumer market means that companies have to differentiate themselves in a number ways, not just on their product offerings. Consumers have a number of outlets to provide the goods and services they want, but they want more than just the product. They want a positive experience. My recent closet redesign experience is a great example of how one company exceeded expectations.

The first step in creating a great customer experience is providing a great product that brings value to the customer. Every bedroom has a closet, and every closet serves the same basic function. There are several stores that sell closet systems; most of them carry the same brands for approximately the same price. I chose a store that is well-known for its organization solutions. Because of this store’s specialized focus, I knew I would find exactly what I needed for my closet.

Aptean specializes in industry-focused enterprise solutions to support the evolving operational needs of our customers. Our software can be tailored to specific industries, ensuring that the functionality can meet each industry’s business requirements.

Having the right product does little good if consumers are not aware of it. Strong marketing is necessary to elevate awareness and drive demand. The specialty store knows its customer base and tailors its approach to this demographic. They also periodically advertise sales to drive traffic. The best marketing, however, is word of mouth. Most consumers will believe recommendations from family and friends over all other forms of advertising. In my case, a friend had recommended the product from this store, and a sale happened to be running at the same time.

Aptean strives to provide valuable insights to its customers and prospects through multiple channels. We offer a wide variety of educational content, such as case studies, webinars and whitepapers, to raise awareness of how our fit-for-purpose solutions can drive measurable value for our customers. Our product leaders are also industry experts, sharing their insight in a variety of trade publications. Aptean also works closely with industry analysts to refine our product strategies

Once the customer has chosen their product, offering expert guidance through the buying process often results in a bigger sale and a more positive customer experience. For my closet project, I worked with a store designer to select the right product and configure them to the necessary specifications. The designer suggested an experienced installer to make certain the final results would meet my expectations. This expert advice is another reason I chose this particular store.

Aptean knows that every company is different. We create integrated solutions to serve the complex needs of key market segments. Aptean has created a best-in-class solution for the Food and Beverage industry that integrates Enterprise Resource Planning (ERP), Manufacturing Execution System (MES), Enterprise Asset Management (EAM), and Warehouse Management (WMS). Our Metals industry solution boasts an ERP designed specifically for that industry, complemented by EAM, Business Intelligence to collect and organize data that can be turned into actionable insight, and Event Management Framework which helps automate alerting and complex workflow processes.

Perhaps one of the most important steps in creating a positive customer experience is setting expectations and following through with the promises made. Following my purchase, I received a detailed email containing the order information, the images of the new design, and instructions for picking up the materials. Before the installation, I received a phone call to confirm the appointment. On the day of my appointment, the installer showed up on time, was courteous, did great work, and cleaned up after he was finished. Shortly afterwards, another phone call was placed to make certain I was satisfied. All of these touchpoints showed the company appreciated me as a customer.

At Aptean, we foster an on-going relationship to ensure that our solutions continue to provide the value that our customers expect. Our user conferences and executive customer advisory boards allow our customers a platform to share best practices and give feedback that can help shape our product roadmaps. We also spotlight our customers’ successes through press releases and on social media.

This example from the retail world is relevant to the B2B world. A company needs to be focused on more than just the product its sells. The right product mix, combined with effective marketing, deep expertise, and quality service creates an experience that customers want, and one that they want to share. 

Read more
March 08, 2017 Ed Stone Jump to Comments

The Importance of Customer Experience in Consumer Banking

Customer experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming more connected, more demanding and less forgiving. With new players entering the market, they are also faced with more choice. Banks need to place customer experience at the front and center of their operations to make sure their customers remain their customers, as well as to protect a reputation which can quickly become fragile, especially when exposed to online communities.

In this whitepaper, Imad Alabed, Aptean’s Senior Director of Pivotal CRM and Knova, discusses how the right Customer Relationship Management (CRM) software can be used to drive a better customer experience and maximize customer ROI. In this challenging and uncertain future, those institutions which adapt most successfully will have an edge.

Read more
March 02, 2017 Imad Alabed Jump to Comments

Tags :CRM

Next Player Up

Another NFL season football has come and gone, and the big game did not disappoint. It was a game for the ages, among the most entertaining in our modern football era. However, I considered turning the game off after halftime as Atlanta appeared to be coasting to victory. Fortunately, I was steadfast and told myself to just watch one more series after another, hoping it would get better, until it became not only interesting, but captivating.

As I reflect back on the game and season, I am struck by several observations that are relevant to all of us who are focused on operating our businesses and positively affecting our areas of responsibility. Like in football where you strive to outscore your opponent, we are all laser focused on improving our bottom lines. How do we transform raw ingredients into the highest quality finished goods with less overhead, optimal material, and labor costs all the while maximizing the usage of our assets in the process? We not only have to compete with others in the open market, we have to continuously improve relative to our historical performance in order to position ourselves to be successful.

When I consider the reasons why the New England Patriots have been so dominant over the last decade, I am left with one conclusion. While the easiest assumption would be to attribute their success to having arguably the best quarterback to have ever played the game, I prefer to think it is more fundamental than simply one player. Like any organization, football is a team sport. While you need quality players, perhaps even a few stars, you need everyone working together as a unit, towards one goal: winning championships.

Legendary Green Bay Packers Coach, Vince Lombardi once said, “The achievements of an organization are the results of the combined effort of each individual.” Today’s successful teams preach a message of next player up, focusing on the philosophy that success is not solely about an individual, that it is really the team that is fundamental to winning. Players get injured, others are lost to free agency; however, the winning teams seem to doggedly focus on the process of developing, training, and maximizing the talents of each of their individual players to perform as a team. When unfavorable personnel events happen, these teams are positioned to continue winning in spite of the personnel challenges.

As in football, we often lose our “players” for one reason or another, and we must guard against losing the momentum we have worked so hard to achieve. Each successful organization has a goal and vision of where they want to be at the end of each quarter, each year, or even five years. A team approach is critical in meeting the challenges along the way. When an organization faces the inevitable turnover of seasoned workers, it must guard against losing its ability to compete and win. It really is next man up.

As you focus on equipping your team on driving the results that define wining for your organization, please keep in mind that you have a partner in Aptean. Factory MES is a powerful tool, providing the essential real time metrics needed to make intelligent decisions to improve your operational activities; however, due to turnover, your team may be faced with a gap in proficiency with the system. We want to work together with you to help you achieve your goals, and be best prepared when it becomes time to rely on the next man up, we want to help with any training needs you may have. Please reach out to us and we will work together to develop and deliver training that is specific and tailored to your needs. 

Read more

Global Trade Management in 2017

In 2016 the world was surprised by the passing of Brexit and Trump winning the US Presidential election. Looking to 2017 from a global trade perspective, these events make one prediction certain: trade barriers in the Western Hemisphere will not be lowered. To what extent there will be an increase in tariff and non-tariff barriers is unclear, but there is no time like the present to speculate a little.

An interesting year is ahead, and it’s being kicked off on January 1 with the 2017 Harmonized System (HS) Nomenclature overhaul per the latest World Customs Organization (WCO) directions. These changes to the HS Nomenclature will be one of the largest in recent years, with more than half of the changes impacting codes in the agricultural and chemical sectors. In total, there will be 233 sets of amendment revisions. These revisions are meant to address growing global concern around environmental and social issues as well as the importance of collecting HC trade statistics.

With customs professionals expressing a growing concern about their supply chain compliance/Global Trade Management (GTM) challenges, the recent political events in the UK and US have led to increasing uncertainty in the industry. Be prepared for an exciting 2017!

More Duties?

The average global rates have decreased over the years, yet the question is whether 2017 will buck that trend. Will the USA walk away from bilateral or multi-lateral Free Trade Agreements (FTAs), ban countries from General System of Preference (GSP), or increase duty rates for certain countries of origin to protect domestic manufacturing? Will Brexit have an effect on the UK – European Union (EU) duty rates? How will the UK re-create their own external tariff and will it be able to break off UK FTAs from the current EU FTAs? A step further, it is to be seen if any of these events will affect duty rates (initially) on a unilateral basis, if there will be repercussions, and whether a tit-for-tat culture will initiate a tariff war? It’s all not too likely. Negating FTAs is not easily done, and the UK will be cautious to create any economic upheaval that may negatively affect their status as a financial leader in the market.

However, the prospect of an increase in duty rates is realistic as a number of large economic forces will be closely reviewing their trade agreements and tariff structures. Who would have thought the General Agreement on Tariffs and Trade/World Trade Organisation (GATT/WTO) bound rates books would ever have to be dusted off to check possible rate increases would not violate these agreements?

Additionally, two other events could impact duties in 2017. It can be expected that the US will increase pressure on low cost manufacturing, which would lead to a significant number of new Anti-dumping duties/Countervailing Duties (ADD/CVD) cases as unilateral duty increases are possibly too obvious. Lastly, China’s growing debt may threaten current economic stability, but the association with duty rates will likely not be seen in 2017.

More paperwork?

Most likely there will be additional paperwork required for goods to move between the UK and the EU, and equally likely there will be UK FTA specific documentation requirements once it is clear how the UK will rearrange its trade relationships with the current EU FTA partners.

On the artificial side of trade barriers, some token reactionary measures may be taken to hamper certain trade lanes (read: importing from China), but expect additional non-tariff barriers to be more in the security, trademark, and consumer marking areas, specifically security around additional compliance measures for dual-use goods (a global trend), a stricter enforcement of trademarked goods, and closer reviews of consumer marking where safety of products containing certain materials is concerned. For example, ‘simple’ accidents like smart phones catching fire will pave the way for more agencies ensuring all imported products are safe for handling.

Some 2017 predictions

And now the unofficial 2017 predictions:

  • Sensibly common ground will be found and China manufacturing will continue as is, although there will be a face saving announcement about increased market accessibility of foreign products into China. This agreement will bear little result.
  • FTA utilization rates will improve. A common compliance standard (i.e. proof of eligibility) will be agreed on and this will boost the use of FTAs.
  • Hopefully, the WCO announces that in 2022 they will randomly make products obsolete by no longer allowing them to be classified (i.e. any logical or possible HS codes will specifically exclude these products). Under consideration are items such as flip phones, satchels, Yanni CD’s, and toy panda bears holding cactus plants.

One thing is for certain, 2017 will prove to be an interesting year in the Global Trade Management space.

Read more
February 01, 2017 Anne Van De Heetkamp Jump to Comments

Tags :SCM | GTM | TradeBeam

CRM Trends to Watch in 2017

The prediction business is a tricky business. It is a challenge to separate the signal from the noise when you are looking at the trends that are shaping the market. For me, this challenge is compounded by the rapid pace of innovation in both the core Customer Relationship Management (CRM) space and the adjacent technologies that influence the core.

If we quickly look back to 2016, the continued investments in mobility and social integration have created a wealth of new, rich data and opened the floodgates with regards to interaction channels that are available to customers. There has also been continued investment in analytics with a real focus on turning insights into actions. The evolution of these areas has created a springboard effect in the trends for 2017.

The first trend that I see shaping the CRM landscape in 2017 is personalization. Our workforce is continuing to evolve into an incredibly diverse, multi-generational, multi-cultural body. The way that people interact with CRM solutions varies wildly depending on background, experience, and expectations. The concept of “off the shelf” or “out of the box” has been fully obviated. The coming year will see a demand for CRM solutions to enable deep personalization across four key levels:

  • The Organization requires the ability to define their set of standards
  • The Department requires the ability to define their unique processes
  • The Team requires the ability to define their specific data views, reports and dashboards
  • The Individual requires the ability to define their unique CRM user experience

Effective personalization drives a sense of ownership at all levels, and that ownership translates to adoption, utilization and achievement of the true CRM value proposition.

The second trend that will dominate CRM in 2017 is simplification. CRM solutions have become part of a standard technology ecosystem over the past several years. Over time, the solution is modified, extended, and enhanced based upon the changes required by evolving business needs. However, these modifications tend to be additive in nature. The continual cycle of additive changes creates overly complex data models, confusing screens, and complicated processes. Organizations with CRM implementations that are over 3 years old should take the time to do a deep review of all aspects of their system with a focus on the following questions:

  • How do we use the data we are collecting?
  • Is the process that we have built still applicable to our business today?
  • Does the CRM user experience drive the right focus for our users?

There are two very specific benefits that a simplification project will provide. First, simplification leads to higher adoption and lower costs of ownership. Simpler solutions are more approachable and easier to embed in a user’s day to day life. In addition, simpler solutions reduce overall training (and retraining) demands as well as reduction in overall user support costs.

Second, and perhaps more importantly, a simplification project paves the way to both predictive and prescriptive analytics. The effectiveness of machine learning and advanced analytics is fully predicated on the quality and consistency of the data that is provided to the algorithms. The adage of “garbage in, garbage out” is fully realized in the world of advanced analytics. Organizations that focus on simplicity will create cleaner, more focused data sets to teach the modeling algorithms, thus deriving better output. Over time, additional data can and should be added to the models, but it is best to start simpler.

The final trend in 2017 that bears some focus is delivering CRM though alternative user experiences. By now, mobility is a given. It is incredibly common to walk into any coffee shop in the world and see people on their smartphones, their tablets, or their laptops interacting with CRM solutions. The innovation that will come to the forefront in 2017 is leveraging voice and chat driven interactions with CRM tools. The recent evolution of natural language interaction in the consumer space through tools like Alexa, Siri, and OK, Google, has created an opportunity for users to interact with CRM solutions in the same manner. From simple use cases, like searching and retrieving information, to more sophisticated scenarios, such as dictating meeting notes or updating records, voice based interactions will change the way people interact with CRM technology.

Similarly, there has been rapid innovation in artificial conversational entities, more commonly known as ChatBots. These bots allow for deep interactions with CRM systems through non-traditional interfaces like Skype from Microsoft. Like voice based use cases, ChatBots enable both simple search and retrieval functions, as well as deeper navigational and data manipulation opportunities.

The value proposition for these alternative user experience models is that there is absolutely no learning curve for a user to be efficient and effective while interactive with a CRM system. The ability to frame questions and drive actions using speech or plain text prompts will drive significant reductions in total cost of ownership. Additionally, these new modes will decrease the informational time lag that is inherent in most CRM systems today. Access to real time user updates will allow organizations to react more quickly to opportunities and challenges in the market.

In conclusion, 2017 will be a transformative year for the CRM space. Advanced technologies like machine learning and natural language processing are opening the door for an explosion of new capabilities for the CRM market. However, organizations need to take the time to thoughtfully prepare for the adoption of these technologies. This year, companies need to take the time to re-think their overall CRM goals and drive simplification efforts through their solutions. Once the solution has been rationalized and simplified, the road forward to enable personalization and alternative user experiences will be much clearer. 

Read more
January 18, 2017 Matt Keenan Jump to Comments

Tags :CRM

Intelligent CRM Connects Customers & Users

As consumers continue to change the way they engage via social media, businesses must also adjust their approach to their customers. The use of private social networks like Everyme and Yammer, as well as messaging apps such as WhatsApp and Facebook Messenger, are on the rise. The messaging apps combined have almost 3 billion users, while the social networks count 2.3 billion users. Consumers are moving between private and social channels and engaging in multiple modes of communication. As a result, businesses are looking at how to engage within dark social, the social sharing that occurs outside web analytics. Chatbots are the future of interaction within these private channels.

Chatbots are a conversational artificial intelligence (AI) capable of interfacing with both humans and other technology. These programs go beyond interactive voice response (IVR) systems to give companies more flexibility in the way they answer customer questions and increase the percentage of questions they are equipped to handle. They will be able to quickly understand the contextual request or problem rather than forcing the customer through a series of selection menus to understand the problem. They are quick to access and available from desktop and mobile devices. Rather than force users to stop what they’re doing and open another application, chatbots allow companies to inject themselves into the places where people are already communicating.

As organizations look to enhance their relationships with customers, the ubiquitous Customer Relationship Management (CRM) system must evolve to meet the demands of both the customer and the CRM user. The software must move from an internally focused information warehouse to an externally driven engagement tool, designed to build relationships based on what is important to both customers and users.

Bots and Your Customers

Consumers are moving away from the browsers and apps to chat platforms for simplicity and convenience. Market research has found that 62% of people who downloaded messaging apps were still using them 12 months later, compared to just 11% of users of other apps, and daily sessions within messaging apps are almost five times greater than all other apps. Over 2.5 billion people have at least one messaging app installed, and that number is expected to reach 3.6 billion within a few years.

Gartner predicts that by 2019 requests for customer support through consumer mobile messaging apps will exceed requests for support through traditional social media. Since chatbots are not downloaded, they should provide a smooth experience for consumers. Rather than searching a website, consumers would engage the chatbot within their preferred messenger app. Content delivered via a chatbot would also be more relevant to the consumer. With social media integration, chatbots have a rich data source to understand user habits around when they check their device, what their interests are, and what event are scheduled, so bots can deliver updates, information, and recommendations that encourage engagement.

Chatbots could become the first interaction a consumer has with a business. For example, a customer utilizes a chatbot to check on their account balance and transfers funds from one account to another. In return, the bot might suggest that you set up an automatic transfer based on your past history of transferring similar amounts around the same time each month. The next interaction might be an inquiry about the current mortgage rates and the loan process. From there, the conversation thread would be transferred to a loan officer, to offer more in-depth information about credit qualifications and completing the loan application. At each step of the process, the conversation threads would be recorded in the CRM system, allowing greater insight into the customer.

Bots and Your Employees

Chatbots also have the potential to serve as a virtual personal assistant for the employee. A chatbot is a perfect tool to help develop the 360° view of the customer. Chatbots can be integrated into a company’s own enterprise chat application, connecting and gathering information from across company-wide applications like CRM systems, Support Ticket systems, or even ERP systems. Such an integrated bot will give you all you need with just a few typed commands. Chatbots have the potential to resolve the data leakage issue in CRM. Garbage In/Garbage Out, as it relates to data, becomes less significant due to automation and smart AI. Potential results include increased customer retention and more accurate revenue forecasts. Chatbots add to the mobile experience as well. The information exchange becomes easier and more productive if you can access data within one mobile app.

Continuing the banking example, a chatbot within the CRM would provide the loan officer with the number of applications currently in underwriting, along with the list of priority tasks for that day. Rather than launching the CRM software, the service representative could tell the chatbot to attach the conversation to the customer record, which saves time. As machine learning continues, bots will enable the user to take action directly by presenting pertinent workflow scripts. For example, when a quarterly update on a key customer relationship is required by the executive team, a bot can present the user with a link to launch a workflow enabling a quick, efficient update script. Such an engaging experience surpasses the current “login – search – retrieve – act” paradigm of today’s enterprise solutions.

Conclusion

Customers want organizations to react to their needs more quickly; to be able to maintain those speeds as the organization grows; to have someone engage with them when they need to connect with the organization; and to have experiences that are tailored to their needs. CRM users expect the same from their systems. While computing tools such as the AI chatbot can automate some job responsibilities, the technology won’t be a replacement for most employees as it isn’t equipped to handle complex tasks. People and smart machines work better together. Chatbots have the potential to allow an organization to increase revenue, streamline internal processes, and improve data exchange across departments. 

Read more
January 04, 2017 Imad Alabed Jump to Comments

Tags :CRM

Tags

Recent Comments