APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • Cloud
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Cloud
    Editor's Pick (1 - 4 of 8)
    left
    Sustainable Future through Innovative Technology Solutions

    Faisal Parvez, Director, BT Business CIO

    Brokering the Cloud Services

    Eric Boyette, Secretary & State CIO, Information Technology

    Defining a Cloud Strategy: A Higher Education Paradigm

    Russell M. Kaurloto, VP and CIO, Clemson University

    Cloud or On-Premise? When Would The Question End?

    Kevin Soh, CIO and Director, e-Strategies, BH Global Corporation

    The Role of CIO in the Cloud-First World

    Yvonne Wassenaar, CIO, New Relic, Inc

    Epsilon Telecommunications: Bringing Agility in Business with Cloud

    CEO

    Prime Focus Technologies : Media ERP To Drive Creative Enablement And Realize New Monetization Oppor

    Founder and CEO, Prime Focus

    Lacima: Global Commodity Energy Portfolio Risk Analytics

    Co-founder, Lacima

    right

    Cloud SaaS/PaaS Solutions Extending 'Experience' Reach

    Alok Kumar, Chief Service Delivery Officer, Aircel

    Tweet
    content-image

    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 (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 /Neighbourhood Multi brand Resellers, Handset Resellers or for that matter any company that has a large sales and 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

    Mobile SAAS enabled Query and Ticket management system (that offer increased mobile broadband speeds which lead to light weight customized KM and Ticket management systems becoming easier to develop and deploy), can be combined with a robust PAAS infrastructure developed across markets. This will result in every sales node being scaled up to becoming an effective service channel, with only incremental costs. Cloud Architecture is also capable of enabling rollout of ‘pay per use’ models by any software vendor servicing a particular sector–opening up even the SME’s market to this possibility.

    This Cloud enablement provides ‘Service Distribution’ on the same scale as ‘Sales Distribution’–bringing service closer to the customer, reducing the load and cost to Call centers while creating a positive impact on brand experience and increasing retailer satisfaction.

    The potential to capture reasons for customer interactions at retailer points enriches customer insights for the organization. This has a positive impact in better servicing customer needs and also helps in understanding retail support needs which can lead to relevant and enhanced information, training and process changes.

    Manufacturing sector has gone through standardization from 1800-1950’s, spanning about 150 years of evolution and the cloud presents a similar potential in the service sector with regards to building standardization on a cloud architecture for each vertical of the industry. This will increase and enhance avenues for the emergence of specialized back end service providers that will include onshore/offshore as well as application of robotics/data analytics on a sectoral basis that will yield significant benefits to raise service levels. The BPO/KPO industry achieved this successfully and gained profits as well as matured as an industry. The same opportunities are possible across other service verticals which will leverage the democratization potential of Cloud.

    tag

    Financial

    SaaS

    Weekly Brief

    loading
    Cloud Based Business Management Software of the Year - 2025
    ON THE DECK

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    Modernizing Lending Through Innovative, Secure and Scalable Technology

    Modernizing Lending Through Innovative, Secure and Scalable Technology

    Steven Meek, Chief Information Officer, Pepper Money
    Advancing the Chemical Industry through Digital Transformation

    Advancing the Chemical Industry through Digital Transformation

    Jan Mandrup Olesen, Global Head of Digital Business, Indorama Ventures
    Cultivating a Sustainable Future through Collaboration

    Cultivating a Sustainable Future through Collaboration

    Jiunn Shih, Chief Marketing, Innovation & Sustainability Officer, Zespri International
    Mastering Digital Marketing Strategies

    Mastering Digital Marketing Strategies

    Tasya Aulia, Director of Marketing and Communications, Meliá Hotels International
    Building a Strong Collaborative Framework for Artificial Intelligence

    Building a Strong Collaborative Framework for Artificial Intelligence

    Boon Siew Han, Regional Head of Humanoid Component Business & R&D (Apac & Greater China), Schaeffler
    From Legacy to Agility Through Digital Transformation

    From Legacy to Agility Through Digital Transformation

    Athikom Kanchanavibhu, EVP, Digital & Technology Transformation, Mitr Phol Group
    Change Management for Clinical Ancillary Teams: Aligning Practice with Policy and Progress

    Change Management for Clinical Ancillary Teams: Aligning Practice with Policy and Progress

    Ts. Dr. James Chong, Chief Executive Officer, Columbia Asia Hospital – Tebrau
    Digital Transformation: A Journey Beyond Technology

    Digital Transformation: A Journey Beyond Technology

    John Ang, Group CTO, EtonHouse International Education Group
    Loading...
    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://cloud.apacciooutlook.com/cxoinsights/cloud-saaspaas-solutions-extending-experience-reach-nwid-3949.html