What is Digital Transformation?

What is Digital Transformation?

What is Digital Transformation? is the process of rethinking one’s business model or business process in light of the availability and affordability of digital technology. It requires coordination across the entire organization, since it applies new technologies to fundamentally change the way business is done. For many enterprises today, the driving motivation of digital transformation is the chance to gain competitive advantages by improving customer experience.

Technology Advances Created the Age of the Customer

More and more, exceptional customer experience is a key differentiator in digital business, and the process of digital transformation in Trinidad & Tobago should be guided by a customer-centric digital strategy.

According to Forrester, technology advances in the past five years have created the “Age of the Customer”, in which consumers choose when and how they interact with businesses. Companies today can’t fully control the experience they want to deliver to customers; instead, customers encounter businesses across many touchpoints with high expectations of consistency, ease of use and personalization.

It is up to businesses to use new technological capabilities and organizational change to create experiences that adapt to these changing needs. More and more, exceptional customer experience is a key differentiator in digital business, and the process of digital transformation should be guided by a customer-centric digital strategy.

Key Elements of Digital Transformation

Digital transformation is enabled by new technology, but successful transformation requires a reorientation that goes beyond the implementation of new technology to reach every part of the business.

MIT Sloan Management Review has identified three pillars of the transformation process for companies to focus on: customer experience, operational processes and business models. Companies also need to invest in and develop their digital capabilities, as this element enables digital transformation in each of the three main pillars.

Customer Experience

Advances in marketing software and data-gathering capabilities allow for better customer insight and greater personalization in digital experiences. Enterprises are pursuing transformation in the following ways:

  • Managing personalized experiences across channels that are easy and seamless for customers to use.
  • Developing digital products and services for new devices, such as smart watches.
  • Drawing in data at every touchpoint and using that to deliver more effective personalization.

Operational Processes

It can be tempting to think of front-end customer experience as the main focus of digital transformation, since that’s the most visible part of the process. However, using technology to redesign operational systems has just as much, if not more, impact on a company’s ability to successfully provide great experiences.

For example, a customer getting their package sooner means a more positive impression of the company, and having a representative already know what specific problems a customer is having, because the product sends diagnostic information over the internet, allows for shorter call times and faster solutions. Companies are successfully transforming operations by:

  • Breaking down departmental and data silos for better collaboration on digital projects, such as including both IT and Marketing on product teams so that both departments are fully informed during the process of design, strategy and development.
  • Automating processes through better software capabilities or with the creation of new tools, such as implementing automated purchase order systems in order to reduce paperwork and rejected orders.
  • Making strategic decisions based on data with increasing levels of detail. Instead of reusing or modifying a previous year’s distribution process, for instance, leaders are able to make changes based on real data, rather than assumptions.

Business Models

Often, startups are able to disrupt long-standing brands because they use innovative business models that take advantage of new technology, without being weighed down by legacy systems. Established brands should look to models that offer services that wouldn’t be possible without new technology. Examples of new business models are varied, but can generally include:

  • Expanding the scope of current business through digital services, such as a toy company that crowdsources designs online.
  • Evolving with changes in customer behavior due to new technologies. For instance, when customers see a product in store, they may do an online search order to check reviews and end up purchasing it at a lower price somewhere else. Some businesses have countered this by creating an app that allows customers to scan the product and read the reviews, ensuring that they stay within the business’s platform instead of purchasing elsewhere.
  • Rebuilding services to be digital-first, such as banks that create mobile apps for cashing checks, paying bills, applying for loans or other services.

Where to Start

A common misconception is that digital transformation begins and ends with technology. Companies shouldn’t define digital transformation as simply an increased investment in IT. Customer experience must drive the digital strategy behind transformation if companies are to see significant gains from customer insight and engagement.

To stay competitive in digital business, enterprises should look at where they are now and determine what core elements of digital transformation they need to focus on. Your enterprise may only be able to begin with one of the three pillars mentioned above; what’s important is that you start somewhere.

Though no one has a comprehensive roadmap for digital transformation, the following best practices have emerged over the past five years:

  • Vision + Investment – How far your business can go depends on the reach of your vision and the level of investment you commit to.
  • Digital Strategy – Have a strategy that accounts for the full scope of your vision, rather than the implementation of individual technologies.
  • Leadership – Because digital transformation requires in-depth organizational change and coordination, it is more effective when led from the top layer of the business.
  • Uniting Business and IT – Breaking down the barriers between Business and IT goes hand in hand with operational change. As digital business increases software needs, it will be important for Business and IT to merge their work so there are no conflicts in adapting technology.
  • Third-Party Solutions – Look for partners who have specific strengths in your areas of weakness. Structure relationships as partnerships, with an expectation of knowledge sharing and frequent communication. This mitigates the risk of creating siloed information across multiple vendors and becoming dependent on a vendor’s availability or timeline.

Digital Transformation Challenges

From poor leadership to lagging engagement, there are a range of ways you can derail digital transformation. The biggest culprit is an obsession with big bang change and an unwavering focus on cutting costs.

  • Poor Communication – Communication is crucial. Before entering digital transformation, ensuring your company is on the same page with your goals is essential. If your team is overwhelmed with too many projects, communication will crumble and the projects will as well. Ongoing communication and change management through the many stages of digital transformation is crucial as the process is always evolving. Even leaders like Amazon are continuing to transform and adapt today.
  • Working in Silos – If your organisation is executing multiple digital transformation projects, it’s important to consider how it will affect the entire company in addition to the customer journey. While breaking down and rebuilding and organisation’s structure is not always easy to achieve, aligning your aims and objectives, working on communication flow and consolidating departments may increase cooperation and aid in the elimination of siloed culture.
  • Ignoring the Data – When carrying out digital transformation, it’s likely your organisation will collect vast amounts of data. But often organisations make the mistake of ignoring this data. Whether upper management isn’t ready to make data-backed decisions or a team leader doesn’t agree with what the data is saying, failing to make calls based on this evidence could set back the digital transformation you’re after.
  • Neglecting Mastery – Digital transformation is not simply installing a new software. It is an ongoing process that truly never stops. Taking an evergreen approach to transforming processes, priorities and positions can make a real difference in how your organisation continues to adapt to the digital landscape.

How the Pandemic has Shifted Digital Transformation

The Coronavirus crisis has rapidly re-shaped how companies digitally transform. For example, the employee experience has quickly become a key theme in the community as a vast majority of the workforce continues to work remotely. Digital technology has gone from “nice to have” to “absolutely necessary.” 

Because of the pandemic, some areas of digital transformation have been pushed higher for organisations, such as furthering customer support services by introducing tools like chatbots, automating common processes, and cleaning out redundant and conflicting systems.

Best Customer Service Software for Ecommerce

Best Customer Service Software for Ecommerce

If you want your e-commerce business to gain a competitive edge, customer service should be placed at the forefront of your growth strategy. 84% of customers say that customer service is one of the main factors helping them decide whether to buy or not from a company. According to another research, most of today’s clients make their purchasing decisions based on customer service rather than on product price so to know more about the best customer service software for e-commerce in the Caribbean, please continue reading.

Ecommerce Customer Service Best Practices

Ecommerce customer service is aimed to help online buyers with everything, from online purchasing to issue resolving. When building up your ecommerce customer service strategy, I recommend giving special attention to the following best practices.

Develop omnichannel customer support

It’s necessary to measure and analyze which channels your online customers prefer. They can expect easy access to your specialists over chatbots, emails, social media, etc.

Create a knowledge base for customers

Keeping all the necessary information in the form of FAQ or discussion forums in one place is a great benefit both for customers and employees. Thus, customers can find the necessary information independently and save your agents’ time for more challenging tasks. In fact, 90% of customers use self-service capabilities to get answers to their questions.

Provide personalized customer service

70% of customers are looking for a personalized approach. As all customer interactions with your store happen online, you can easily track customer activities. So, when a customer addresses your agent next time, the necessary customer data to provide personalized service may be already available.

Top 4 Customer Service Software for Ecommerce

Dynamics 365 Customer Service

Dynamics 365 Customer Service allows your agents to engage with ecommerce customers across different channels (email, social media, chatbots, etc.). You can create a virtual agent via a drag-and-drop editor or a self-service portal for customers to search for information by themselves or request assistance. Moreover, a knowledge base for customers can be integrated right into the virtual agent so that it can send a fitting link helping customers address their issues.

Limitations: Limited number of integrations with third-party services.

Pricing:

  • Professional Edition – $50/user/month.
  • Enterprise Edition – $95/user/month.
  • Virtual Agent – $1,100/tenant/month.

More about Dynamics 365 Customer Service

Salesforce Service Cloud

Salesforce Service Cloud offers features to automate customer service processes and connect with customers across various communication channels. With Service Cloud, you can create and manage knowledge bases for your agents and customers. A knowledge base for customers can be integrated into a self-service portal and an AI-based Einstein bot to resolve the most common questions without human-agent interaction.

Limitations: No possibility of on-premises implementation.

Pricing:

  • Essentials Edition – $25/user/month (billed annually).
  • Professional Edition – $75/user/month (billed annually).
  • Enterprise Edition – $150/user/month (billed annually).
  • Unlimited Edition – $300/user/month (billed annually).

More about Salesforce Service Cloud

Salesforce Commerce Cloud

Salesforce Commerce Cloud offers a comprehensive app suite for B2B and B2C ecommerce businesses to manage sales, marketing, and customer support. For example, it helps store and access all the order-related information from creation to its fulfillment in CRM. Also, with Commerce Cloud, you can create a live chat to resolve clients’ order issues or route a client to the right agent.

Limitations:

  • Limited customization capabilities.
  • No possibility of on-premises implementation.

Pricing: Contact the vendor to know B2B and B2C Commerce Cloud pricing.

More about Salesforce Commerce Cloud

HubSpot – best customer service software for e-commerce in the Caribbean

HubSpot CRM can be integrated with major ecommerce platforms like WooCommerce, Shopify, and Magento. Once you connect your ecommerce business to HubSpot, you can sync your customers’ data, monitor and analyze your online store performance using HubSpot’s pre-built dashboards. Additionally, HubSpot enables your specialist to create live chats and chatbots to give your clients immediate support and gather customer feedback using out-of-the-box feedback tools.

Limitations:

  • Limited customization capabilities.
  • For Shopify integration, no possibility to create segments based on customers’ purchases.

Pricing:

  • Starter Edition – $50/month.
  • Professional Edition – $400/month.
  • Enterprise Edition – $1,200/month.

Shopify integration pricing:

  • Basic Shopify Edition – $29/month.
  • Shopify Edition – $79/month.
  • Advanced Shopify Edition – $299/month.

Magento integration pricing: $79 /month.

More about HubSpot

Types of Ecommerce in the Caribbean

Throughout our blog and practice, we always talk about how no two ecommerce businesses are the same and stress the importance of focusing predominantly on your business specifics and goals. Types of Ecommerce in the Caribbean Still, we admit that knowing certain similar patterns can help to launch and to manage an ecommerce business with greater success – after all, most of the failures have already been survived by someone else and now you can learn from the accumulated experience.

There is a number of criteria to classify types of ecommerce. We’ve chosen the three most important: transaction participants, goods for sale and business models.

Types of ecommerce Inifye tech https://inifyetechnologies.com/services/e-commerce-development/
https://inifyetechnologies.com/services/e-commerce-development/

The types of ecommerce by the parties involved

Within this classification, six types are outlined in ecommerce: Business-to-Business (#B2B) with its subtype Business-to-Government (B2G), Business-to-Consumer (B2C), Consumer-to-Business (C2B), Consumer-to-Consumer (C2C), Government-to-Business (G2B) and Government-to-Consumer (G2C). In general, identifying and then targeting the right audience is a matter of importance. Types of Ecommerce in the Caribbean thakes a general look at the buyer side can only be the starting point, though it provides certain value as well. Types of ecommerce by participators

Selling to consumers

Companies, where buyers are individual consumers, feature a short sales cycle, price sensitivity and a high possibility of impulse purchases. Sellers win when they bet big on consumers’ emotions:

  • Personalize customer communication (launching targeted marketing campaigns).
  • Bond with customers (telling the seller’s story, engaging in social media, responding to customer feedback, extensively using soft selling marketing techniques like valuable content).
  • Encourage customer loyalty (asking for customer opinion in surveys, incorporating loyalty programs).
  • Provide smart assistance throughout a shopping journey (offering product recommendations based on a customer’s browsing activity, a comprehensive customer profile with previous and abandoned orders, preferences and wish list, and proper customer support).

Business-to-Consumer

Types of Ecommerce in the Caribbean the B2C type is the most widespread in ecommerce, thus the market in each product line is really competitive. Here, focusing on smaller, yet profit-generating, target audience is business-critical. This goes without saying that in our practice we frame B2C projects around the target audience.

B2C project example

The company offers a delivery service of organic product boxes across the country. What their customers are expecting is convenience – a time-saving ordering process and no delays in delivery. On the website, we design a smooth journey – customers may vary products in the boxes, subscribe for regular delivery and reorder instantly. Also, we integrate #eCommerce with the company’s back office to organize order processing, dispatch and delivery properly.

Consumer-to-Consumer

Within the C2C type, consumers sell assets or services to other consumers online. To place sales advertisements and connect to potential buyers, individuals use a third-party business (an ecommerce website or an online marketplace). Ebay and Amazon are two prominent C2C ecommerce providers.

Government-to-Consumer

Online transactions can streamline communication between governmental organizations and citizens. Possible activities may include information sharing, paying fees (for education, rent, consulting services, etc.), renewing licenses and more.

G2C project example

telecommunications company provides government-subsidized mobile networking services. They don’t need complex, heavily-customized business logic on the website as their ecommerce operations are pretty straightforward. However, they use a feature-rich ecommerce platform that is license-free, yet expensive in terms of support. We start the cooperation with the analysis of the ecommerce functionality needed to support the business. As a result, we offer and then migrate the website to an alternative platform – commercially viable and with sufficient functionality. Now, the company stays within their support budget.

Selling to businesses

Having businesses as potential buyers comes with its pros and cons. On the bright side, sellers have a larger average order value and a high chance of wholesale purchases (the two are often interconnected). On the downside, a sales cycle is generally longer and several decision-makers may be involved. Thus, the focus should be on establishing the trust-based long-term relationship with customers. Given that the purchasing process is far less emotional but rather rational, sellers’ most favored techniques include:

  • Offering custom pricing (price quotes, loyalty perks, bonuses for wholesale orders).
  • Giving flexibility in placing orders (valued customers may need or prefer placing orders by phone or email).
  • Providing for placing quick repeat orders.
  • Making account registration mandatory (but certainly quick and user-friendly) to keep in touch with customers further on.
  • Recognizing the importance of after-sale support.

Business-to-Business Types of Ecommerce in the Caribbean

At first sight, it seems that the name explicitly suggests that both participants in B2B ecommerce are businesses, for example a manufacturer or a wholesale supplier selling to a retailer. However, B2B ecommerce has one more face – multi-vendor marketplaces. Though end buyers are individual consumers, a marketplace owner sells digital space to business vendors, thus conducting B2B transactions.

Tips to manage a multi-vendor marketplace effectively

Having launched a number of marketplaces, we strongly recommend – automate as much as possible and give vendors self-service tools to accelerate time-to-market. If you want to reward vendors with the highest sales – set rules to track sales activity and trigger loyalty bonuses automatically. Consider attribute-based product information management – vendors will clearly see what product characteristics they need to provide.

We mention B2G (business-to-government) companies as part of the B2B type as the core idea of this classification is to distinguish between individual and corporate ecommerce participants. Thus, we see both private and governmental organizations as a business, as opposed to an individual participant.

Consumer-to-Business

In the C2B model, individuals – entrepreneurs or freelancers – offer goods or services to companies. For example:

  • A web designer building a company’s website.
  • A photographer picturing product catalogs.
  • A caterer working on corporate events, conferences or business meetings.

As for individuals, they can (and should) employ diverse marketing channels to sell their services effectively: for example, they showcase portfolio and collect customer feedback on an ecommerce website and expand their online presence via job listings and social media.

Government-to-Business

G2B is online commercial interaction between governmental and private corporations. As a rule, a G2B model gives companies a convenient way to deal with payments and legal procedures, like document renewal, cutting down significantly on bureaucratic foot-dragging and paper work. A classic G2B example is a government website where businesses go to pay taxes.

The types of ecommerce by goods

This classification is important as the product profile in ecommerce largely defines a seller’s business plan.

Types of ecommerce by goods
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https://inifyetechnologies.com/services/e-commerce-development/

Physical goods

Choosing to sell physical goods, online retailers compete with traditional brick-and-mortar businesses and their major competitive strength of a real-life purchasing experience where a possibility to view and try on goods leads to more informed purchasing decisions. Consequently, ecommerce businesses need to show how online shopping can be a worthy alternative – accurate images and detailed product descriptions help with the purchasing choice, prompt expert assistance and how-to guides cover the role of sales assistants, customer-friendly delivery and return terms add to customer risk-taking. Moreover, there are so many advanced technologies and approaches to power your ecommerce for superior customer experience. We took time to outline the possibilities within our custom ecommerce development offering.

Types of Ecommerce in the Caribbean Digital goods

In a way, selling digital goods sounds tempting: there are low overheads due to the absence of inventory costs and delivery limits. However, sellers may face tough competition with free content or software and should stress the benefits of purchasing goods rather than getting them for free. For example, when launching an image-sharing resource, entrepreneurs can bet on the high quality of provided assets and the importance to reward contributors.

Services

From our ecommerce consulting practice, we can recall success tips that are likely to work with all kinds of services sold online. Let’s say upsell opportunities are vast as customers may only have a rough idea of how to organize the service most effectively and expect a seller to build on it. And an online calculator will provide for price transparency. Also, ecommerce companies selling services definitely need to engage phone or email communication channels to settle the details and finalize the deal with a customer.

Still, the nature of services impacts a number of business aspects. Companies offering repeat services win with a subscription-based model – for example, a cleaning business can offer customers a possibility to set a regular cleaning schedule. Besides, such a retailer should mind the geographical limits of their business.

Types of Ecommerce in the Caribbean by business models

The way online retailers organize their supply chain is a constituent of their ecommerce business model. As summarized, there are 4 possible options.

Types of ecommerce by business model
https://inifyetechnologies.com/services/e-commerce-development/
https://inifyetechnologies.com/services/e-commerce-development/

Drop shipping

Retailers may partner with a wholesale supplier who stores the inventory and delivers ordered items directly to a customer upon the purchase. Thus, sellers save on inventory costs and don’t keep goods in stock at all. This model seems to offer a fast buck as retailers need only to be present online and serve as an intermediary between customers and a drop shipper. In fact, there are downsides including the low margin, lack of control over the supply chain and high competition. Moreover, drop shipping makes brand image building impossible.

Warehousing

Retailers may purchase goods from a manufacturer, manage their own warehouse and organize the delivery to customers. Undoubtedly, this requires more initial investment into product sourcing and inventory management. Full control over all business processes and flexibility in choosing the product assortment come as a bonus.

Private labeling and manufacturing

Retailers may outsource manufacturing and sell goods under their brand name. On-demand manufacturing allows retailers to have their goods designed in line with their specifications or prototypes and avoid expenditures related to managing their own production.

White labeling

Retailers may purchase generic products manufactured for multiple companies and offer them under their brand name. Sellers save on the design and development of their product but still have their products communicating a brand message.

3 Self-Service Portal Examples that Improve Customer Experience

3 Self-Service Portal Examples that Improve Customer Experience

By the end of 2020, Gartner predicts that 85% of all customer service interactions will start with self-service. In fact, many businesses are expecting to implement self-service portals within the next year. 

But is self-service just a marketing hype? No. If digital self-service isn’t in the plan for improving customer experience, then business leaders will find themselves behind the curve.

Why Use a Self-Service Portal? 

Self-service is the first step toward excellent digital customer experiences. Not only is self-service foundational for serving modern customer needs, but it is also key to decreasing cost-to-serve. Additionally, times of crisis expedite the need for digital and self-service capabilities in order to quickly meet the shifting needs of customers.

The benefits of successfully implementing a portal with self-service elements include: 

  •  Decrease in number of support calls. Customers can easily find the answers they are looking for online, thus lowering the number of calls coming in.
  •  Decrease in response time. Since customers can quickly search and surface the information they need to, customer service reps can quickly handle more complicated interactions and questions instead of spending their time repeatedly answering the same questions. 
  •  Decrease in total support costs. Maintaining self-service channels is cheaper than managing live support channels. 
  •  Increase in total support volume handled. Self-service enables more customers to be served in a shorter time span.
  •  Increase in traffic. Having self-service establishes brand credibility and trust, so customers will view the portal as a useful tool and visit more frequently. 
  •  Increase in customer satisfaction. By providing self-service, customers are able to select how they interact with the customers, thereby building an experience that they prefer.

Examples of Effective Self-Service Portals 

Leaders around the world recognize the benefit of delivering self-service not only to lower the cost of customer service operations, but also to provide an engaging experience with customers that empowers and serves them in the way they prefer. Here are a few examples of how businesses have been leveraging their modern self-service portals. 

  1. Decreasing Support Calls: EATEL 
    EATEL, a US-based communications company that provides internet and phone services, built a responsive self-service customer portal to better support the needs of its residential and business customers. The launch of the new portal brought reduced customer service calls, improved accessibility through responsive design, decreased billing issues, and increased customer satisfaction.
    More than 50% of calls coming into the residential call center were payment related. The user-guided self-service account management portal simplified interactions reduced these calls by 30%. Business customers love the control that they now have over contacts, permissions and more from their own login instead of calling in with each request. 
  2. Empowering Customers: VMware 
    As an industry leader in cloud infrastructure and IT solutions, VMware needed a user-friendly customer portal. Using Liferay, the new MyVMware is an integrated, account-based portal that allows customers to manage product license keys and support. Millions of users can search for information quicker, access self-service downloads and evaluations and enter multiple sites through a single account. The launch of the new portal has led to a decrease in the number of support calls and increase in satisfaction scores, due to enhanced usability and efficiency.
  3. Providing Better Customer Experiences: Spire
    Spire, the fifth largest publicly traded gas utility in the U.S., needed to integrate its two separate online account management websites to a single platform solution to improve their customer service experience. The self-service portal they launched successfully integrates with existing ERP systems, two payment processing systems, and two mobile workforce management systems. It also displays gas usage charts, enables online bill payment, and provides self-service tools for enrolling in payment arrangements, such as paperless billing. The My Account site is easy to use and responsive for all devices. After receiving this positive feedback from customers, Spire plans to introduce cutting-edge features such as real-time technician tracking and smart device integration in the near future. 
    These leaders are leveraging self-service to bring value to not only their customers but also to optimize their business operations.
How to Improve Enterprise Customer Support

How to Improve Enterprise Customer Support

Smoothly functioning customer support is particularly important for big companies that already have a solid reputation and don’t want to undermine it. At the same time, the larger the company is and the more clients and locations it has, the more challenging it is to make customer support run like a Swiss watch. Below, I describe some typical challenges that big enterprises experience with customer support and share tips to handle them.

Ways to improve customer support

Challenge 1 – Disjointed case management

Most problems with case management stem from an inefficient collaboration between customer support of different departments or branches. There is neither a unified case management hub with automated case assignment and case escalation processes nor visibility into the whole case management pipeline.

Tip – Consolidated case management with reliable software

You can coordinate disjointed case management with reliable customer support software. The customer support application will help divide a case life cycle into stages, starting from a customer’s inquiry to closing a case. Support team members will be able to track all the cases seeing how and when they are solved.

Customer support challenge and solution - Disjointed case management

Challenge 2 – A lot of recurring issues

Customer support teams in enterprises are daily loaded with hundreds of incoming tickets from customers. A great number of these tickets are similar and quite easy to resolve, but by addressing them over and over again, agents delay tackling more challenging issues.

Tip – A knowledge base for customers’ self-support

Identify the most common issues your clients experience with your products or services and prepare comprehensive and easy-to-digest materials for customers’ self-support. Creating a knowledge base for clients will reduce the number of repetitive questions your agents receive and save their time for resolving more advanced technical problems. Furthermore, it will boost the satisfaction level of the customers who prefer solving issues independently instead of contacting the support team.

Customer support challenge and solution - Numerous recurring issues

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Challenge 3 – Lack of consistency across multiple communication channels

For the convenience of their customers, enterprises offer support through multiple communication channels – from phone to social media. But the more communication channels a company uses, the more management difficulties it faces.

Tip – Consolidated communication channels

Customer service software enables funneling all your communication channels into one place. As a result, you can provide omni-channel communication convenient both to your customers and support agents. It will facilitate ticket assignment and escalation and help agents track and answer customers’ questions faster.

Customer support challenge and solution - Lack of consistency

Challenge 4 – Unhappy customers take French leave

Clients dissatisfied with the level of support you provide tend to switch to a competitor rather than wait for you to take action and make amends. And even if you think everything goes smoothly with your customer support, chances are you are missing some flaws that make your customers leave with no explanation.

Tip – Feedback from customers

Let your customers speak up by asking them for feedback after an issue is resolved. I recommend you to conduct surveys to collect customer feedback. You can choose between short surveys that pop up on your website and help you target specific issues, or longer, traditional ones that include more questions.

Customer support challenge and solution - Unsatisfied customers

Go for advanced enterprise customer support for a solid reputation

Big businesses put their reputation first, and customer support largely determines a company’s image. The tips described above will help enterprises tackle customer support challenges and, as a result, grow a base of happy and loyal customers.

How To Develop A Successful Cloud Management Strategy

How To Develop A Successful Cloud Management Strategy

Cloud computing involves servers, databases, software and analytics, storage, and various intelligent solutions over the internet.

Cloud computing also provides quick innovation and flexible resources to scale up business productivity and economy. With the advent of technology, cloud computing has drawn a big shift from traditional business prerequisites and resources. Cloud computing management also eliminates the capital expenses of purchasing hardware or software setup and the team can easily manage the cloud infrastructure.

However, it takes lots of consideration and in-depth knowledge of the solutions to develop cloud management strategies. You have to be aware of market trends and the Cloud computing ecosystem. Follow this and learn about the same in detail.

Change your perception about the cloud management services

The only hurdle that limits small or medium-sized businesses from leveraging the advantages of cloud usually comes from the high-level business owners. Mostly it is seen that business leaders easily delegate the decisions based on cloud to their teams. However, it is important to understand that the decision to opt for a cloud is basically a business strategy but not an IT strategy. This is possibly the first step that you have to understand by auto start developing sound management strategies for your platform. You have to make some essential mental shifts that are:

  • Competitive benefit- If you are not using any sort of cloud integration services for your business then you are definitely behind your competition. also, it is an opportunity through which you can expand the productivity and profitability of your business.
  • Think differently- If you have the decision-making under your control then you have to equally think about the market share, productivity, profits, and efficiency of the platform. While The IT professional will only think in terms of all the technical specifications like bandwidth, software, gigaflops, users, etc. Basically it is your job to think about the requirements of a company, and IT professionals have to prioritize migrating to the cloud.
  • Cloud is absolutely a strategy- Cloud management is not just an option to store the data but its functionality is beyond that. Cloud services can provide faster, cheaper, and safer options for your business along with increasing the scalability in the best possible ways.

The perception towards cloud and big data solutions might seem trivial in the beginning but until you change your perception with the cloud technology, it is difficult to forward with management strategies to leverage its full potential.

How the organisations can leverage cloud services across their functionality 

At present, cloud integration services have become the ultimate foundation of every enterprise that is actively transforming and differentiating the instances. Many recognized platforms are emphasizing a cloud-first approach in order to turn the attention of advancing cloud services across their business. It is often stated that if you have not indulged in a cloud-first strategy for your business then your business is more likely to fall behind your competitors. While building, maturing, implementing the cloud management strategies it is important to have these steps in mind. Let’s walk you through them-

  1. DEVELOPING CLOUD FIRST AND MULTI CLOUD MANAGEMENT STRATEGY-Beyond the purview of IT companies, the cloud-first strategy for software development services or other tasks should be extended. The platforms also have to focus on essential technical steps that might be required while implementing this strategy. It is important to evangelize the benefits that can yield maximum profitability and a competitive edge. It is important to understand that the cloud-first approach does not always mean ‘cloud always’. Irrespective of the approach that is crucial to prioritize your investment so that you can advance the growth of your organization with the help of cloud services. 
  2. CONTINUOUS PRACTICE OF WORKLOAD PLACEMENT AND ANALYSIS- Various assessments have been undertaken to emphasize the feature comparison alternative because of the workload placement. As the cloud and big data solutions are emerging to be their best, it has possibly replaced the traditional on-premise data management practices. The continuous workload placement analysis conducts reassessing the workload at a regular cadence and then evaluates if their implementation and execution are meeting the requirements of the organization or not. It also involves analyzing the migration of alternative models and their value without accelerating the risk factors.
  3. CLOUD ADOPTION STRATEGY-You have to know that most of the cloud projects are usually complex but no matter how long it takes for the enterprises to develop the required skillset and functions, they must improve productivity and lead the organization to maturity. The benchmarks in the same, carefully plan essential effort in order to improvise their cloud production technology by focusing on video streams of work across the levels of maturity.
  4. ESTABLISHING MULTI CLOUD MANAGEMENT PRACTICES- It gets challenging to govern cloud computing services when a single provider is involved and it gets worse when the organization deliberately moves to a multi-cloud environment. Cloud services providers offer self-service and on-demand resources along with endless efficiencies to make it difficult for the organizations to have an insight with visibility and manage the resources. Hence, the organizations only have to monitor the consumption of cloud services by the provider and consumption across the cloud service providers. Without any visibility, it will become impossible to manage the cloud environment.
  1. DEVELOPING A MULTI CLOUD MANAGEMENT STRATEGY-The enterprises can easily develop a multi-cloud management tool and strategy by adopting and selecting essential management solutions. For this, you can develop a coherent cloud management strategy that requires a systematic approach or well-defined tools to meet objectives. Your only target should be to minimize the tool requirement for fulfilling all the cloud management services requirements. You can also try a combined solutions-based approach upon the requirement of cross-platform consistency or platform-specific functioning. In any case, you should prioritize using the native toolset of your cloud-based environment and deploy it accordingly. It is equally evident in sap custom development.
  2. EVALUATING MULTI CLOUD INTEGRATION REQUIREMENTS- By evaluating requirements, the platforms can present potential services for extending or integrating infrastructure-based solutions. The organizations can also get a potential return from their existing infrastructure (SaaS) services by shifting a few applications and integrating them rather than using other infrastructure that can cost them more. It is important to continuously evaluate the requirements and compare them with other solutions.

Things required to create a successful cloud management strategy

There are many practices considered by successful cloud computing services providers that guarantee a reliable marketplace for their solutions. This involves-

  • Anticipating market movements
  • Creating essential plans to move forward
  • Execute the plans accordingly 

In the big picture, it is extremely important to have the right tools in place if you are focusing on developing cloud management strategies to their best. Let’s follow through the below mentioned actionable strategies through which you can improve the competitiveness and profitability of the platform even if it is a non-technical business unit. 

  1. CHOOSING THE CLOUD DEPLOYMENT MODEL- In order to build an essential cloud management strategy, it is important to determine the deployment model (whether or not it is within the organization). In order to leverage cloud computing services, you have to carefully choose the cloud deployment models and the easiest way to get it done is to entail the systems and your requirements.
  • Public models are highly elastic and they are on-demand
  • Private models have the infrastructure more than build to suit
  • Hybrid models keep all the critical cloud workloads local
  • Community-based models have a resource pooling across the individual assets
  1. CHOOSING THE ACCURATE CLOUD SERVICE-Once you have decided the cloud deployment model that fits your organization requirements, now is the time to choose the reliable services. There are three options-
  • Information as a service (IaaS)- This service has direct control over all the application configurations
  • Platform as a service (PaaS)- This Cloud service has essential application development and testing strategies that can easily roll-out the cloud environment. Moreover, it also supports the agile programming iteration. It is equally evident across various software development services
  • Software as a service (SaaS)- The solutions can easily be updated by the vendor through automation
  1. ALIGN AND PRIORITISE THE CLOUD INITIATIVES- As soon as you understand the cloud deployment and service model, you have to prioritize its initiatives.
  2. IDENTIFYING TARGET DEPARTMENTS-Start identifying the essential departments of your platform, for example, sales, finance, marketing, HR, etc.
  1. OUTLINING THE SERVICES- For every department’s requirements, you have to break the IT services model that can support each one of them along with their business requirements efficiently. For example, customer relationship management, email, enterprise resource planning, websites, etc.
     
  2. HIGHLIGHTS- You have to understand the color-coding in order to indicate which services you have prioritized in advance. This can include cloud as well as sap software developmentThis will also help you identify critical business activities and separate them accordingly.
  3. ANALYZE YOUR NEXT MOVE- Now you have to select the essential IT services that can suit your cloud management strategies most.
  4. ASSESSING THE CLOUD SERVICES- You can evaluate the advantages of moving your solutions to the cloud. This can be done by various qualitative as well as quantitative criteria like improving operational efficiency, agility, cost savings, staff sourcing, and a lot more. 

For every identification, you can get another for the below-mentioned questions:

  • Does the service offer adequate opportunities for your organization to become operationally agile?
  • Is there any cost-saving opportunity that you can obtain from the cloud integration services?
  • What impact cloud adoption will have on your staff sourcing?
  • What will be the improvement status on your business efficiencies?

Understanding cloud strategy and determining the success of its elements 

Prior to beginning with Cloud migration or sap software development, it is important to determine if you are just following a herd or you have a valid justification for adopting cloud strategies. In today’s world, cloud services are the major driving force behind the technical innovations that users are demanding. it is crucial that the enterprises have a coherent strategy that can fulfill the business requirements, especially with speed and agility, along with balancing compliance framework with it. In the big picture, it eliminates the risk and exposure to all the vulnerabilities and ensures light governance with the solutions. 

Cloud management strategy is a tough place to define which ultimately means keeping up with the balance. The organizations are actively balancing user requirements along with cost security, compliance, faster delivery times, standard processes, etc. 

Be specific with your business objective from the beginning, especially with speed to market and business agility. As soon as we have determined your business objective, they are key aspects of building cloud management strategies. if you accomplish the below-mentioned strategies for your cloud deployment, then it will represent your platform as a whole. With the help of cloud-managed services and big data solutions, the enterprises can easily adopt a multi-cloud strategy and evaluate their platform requirements. A pragmatic sap custom development and cloud-based strategy always work at its best, especially in specific landscape and requirements. it is also important to have the right infrastructure and tools in place to keep your resources aligned. The essential attributes are mentioned below-

SOFTWARE AS A SERVICE (SaaS)

Most of the cloud solutions usually start with engaging the users more than any other solution. This is not because of the SaaS reference but it can also innovate faster and respond to the latest trends with absolute ease. Make sure you get adequate innovation cycles annually and your requirements to adopt the cloud are precise. The elimination of these cycles represents the complexity of solutions that cannot be managed efficiently.

PLATFORM AS A SERVICE (PaaS)

No application or software development services can perform better without a suitable strategy. In reference to cloud solutions, it is extremely crucial to have the essential tools in order to extend the configuration. It also facilitates multi-tenancy and overcomes the hurdles in adjacent segments in the cloud. It is essential to have an innovative solution that can enable your cloud ecosystem to adapt accordingly and create addons to develop new products.

INTEGRATION PROCESS

As the requirement of adopting cloud-based solutions increases it is also posing a risk for the organizations. it is also evident that not every platform can have the luxury of running semantic data architecture across various instances. Hence it is important to note that the notion of delivering cloud-integrated solutions can reduce the burden of the enterprises. The sap software development can also fulfill the requirement of a consistent approach for problem resolution.

Cloud integration involves an array of tasks like reporting, error handling, consistent diagnosis, error tracking, etc.

INFRASTRUCTURE AS A SERVICE (IaaS)

The cloud offerings must be based on a rock-solid cloud infrastructure and it should be capable of handling and supporting multiple cloud-based environments. IaaS enables cloud solutions and transfers the recent applications in cloud computing along with having a space of innovation.

ADDRESSING POTENTIAL RISK OF CLOUD

Now is the time to move into a technical face in order to build a successful account management strategy. If your enterprise lacks a dedicated IT team then it is important to find third party integration for vendors that will help you navigate through the technical barriers. 

You have to review the following areas:

  • Security and compliance- Data is indeed a critical resource and in cloud devices, it is entrusted with third party shares. Regulatory security compliance requires visibility in data storage and access.
  • Availability and reliability- You have to make sure that your cloud solutions are reliable and you can take into account their planning and ensuring process management.
  • Data integration- Data integration ensures that the infrastructure for applications maintains the connections with their interdependencies.

IMPLEMENTING CLOUD STRATEGY

The cloud strategies are mostly unique and their implementation can get really long if you are not aware of the details. The variation of the cloud is based on the organization size and number of services that are required to migrate to the cloud. You also have to explore the variables and implement a successful cloud-based strategy.

  • Transparent road map- You have to define the cloud migration milestones of your platform with proper timelines in order to fulfill each one of them
  • Competitive edge- It is essential to enhance the best practices along with accelerating the use of adoption and relieving pressure from your dedicated team.
  • IT support- Every sap software development and cloud-based service requires ongoing support and with the help of suitable technology, you can take advantage of your deployed solutions.