The greatest challenge in workflow and customer journey management is the decision to automate. You will already have made the decision to integrate a series of efficiencies into your organisation and the next phase is to map out precisely what automation needs to look like. Whoever you choose to partner with for your automation project, they need to understand how to strip out the human elements which need to be maintain whilst streamlining the other elements.
Ecommerce integrations often require a logistics element and multiple API feeds. Likewise, website hosting, data storage and security plus varying currencies updated daily against exchange rates provides a spectacularly complex picture for any company, regardless of size. Ecommerce represents a convergence of data, software and hardware which we are perfectly placed to assess and deliver.
Legacy System Modernisation
You’d be surprised how often we come across a company that is still running a Lotus Notes application. We get it, if it ain’t broke, don’t try and fix it. We also know that you will only get away with that for a number of years but sometimes, that fifteen-year-old piece of bespoke software that nearly turned your hair grey, really is the best solution and needs a lot of love to ensure it is fully integrated into more modern systems. This is a perfectly normal challenge for us and we guarantee a pragmatic approach. Likewise, if you are flogging a dead horse, we will tell you so.
Mobile working practices are not really just about ensuring your team has VPN access for when they choose to work from home. Plenty of organisations have teams of field operatives working on or off grid and often using very specific hardware and software. If you need to make sure an engineer can flag a serious issue from a wet field on the side of a mountain whilst trying to operate in a signal dead zone, we can solve that problem. Communication ensures maximum frictionless operations.
Move to the Cloud
We are seeing a lot more organisations choosing to move away from that groaning server that sits in a dark room in the basement. In the past, this was viewed as the best value way to protect your data but it only took one Skype account to throw all of that to the wolves. There are a myriad of cloud solutions today that are tiered to fit your unique circumstances whilst ensuring a guaranteed level of security. You don’t have to upgrade your tech and security every couple of years, the upgrades come with the cloud environment meaning you are always operating off the latest and more secure technologies.
Like directing an orchestra, coordinating multiple content and data sources into one customer or employee experience is a complex picture requiring integration at the near microscopic level. This approach to technology is far from new. We were ringing up travel agents 30 years ago and asking for a last minute holiday. The principle remains the same but the technology landscape is radically different today, and arguably, far more intricate and wider in scope. Today’s convergence point may be as part of an employee interface or a fully automated customer interface.
Software as a Service is one of the most common form of integration challenge that we see. Many of these software solutions are off-the-shelf products requiring a minimum amount of bespoke configuration in order to be regarded as ready to deploy. However, even a simple data mapping exercise throughout your organisation may identify areas of concern for security. It may also be the case that you are not operating the minimum level of required tech for this integration to take place. Many of our enterprise level clients are involved in a major roll out which requires full tech set ups in new offices.
Single View of Customer
At its simplest level, we are talking about an “idiot boxing” approach. Why flick through multiple data systems to attempt to cross pollinate the information into a holistic representation of the customer’s data when it could all be displayed or accessed at the same point. Aggregation exercises like this are commonplace especially where legacy systems are involved. So, whether your employees need immediate access to all the vital data required or if your existing customers would prefer not to input their data into yet another form for the umpteenth time, we can seamlessly integrate this approach.