Cloud SaaS/PaaS Solutions Extending 'Experience' Reach
By Alok Kumar, Chief Service Delivery Officer, Aircel
Omni channel experience for the consumer traditionally entails the integration of self-service channels, call centers, company retail stores, and web channels (internet/social media) for providing a seamless experience to customers. Missing or woefully lacking in this narrative is the ‘Sales Channel’ integration, even though consumers tend to expect service support from where they have brought their product/service. This is true for a vast majority of companies (the notable exception being the automobile/tourism sector). Disintegrated ‘sales & service’ often result in customers fending for themselves while encountering post sales issues leading to customers relying on the sales channels for help. Since these channels have limited service support resources at command; they either rely on their relationship contacts within the client organization or direct aggrieved customers to the company support channels.
Today, Cloud presents immense integrative possibilities for ensuring traditional ‘sales channels’ that have evolved to a far more comprehensive ‘sales & support channel’.This can be achieved by developing sector-specific platforms on the cloud across industries for Mutual/ Financial Product resellers, Appliance Stores, Department /Neighborhood Multi-brand Resellers, Handset Resellers or for that matter any company that has a large sales & distribution channel and require after-sales support for their products and services.
The potential to capture reasons for customer interactions at retailer points enriches customer insights for the organization