Infogain Develops Mobile and Web Application Hosted on MS Azure and Compliant with FDA Requirements

Our client is a US medical technology company leader that develops and markets at-home therapy devices that treat chronic conditions such as lymphedema. Their customers were using an at-home medical device that lacked connectivity and, paper-based journals to monitor their treatments at home. They wanted an app that would allow patients to enter, manage and monitor their treatments online, provide motivation and access to education materials. Infogain provided a scalable architecture and developed a PaaS solution using Azure services. Benefits:

• Increased customer satisfaction with mobile and web access to monitor therapy and treatments
• Insights into patient data with real-time monitoring and analytics
• Scalable solution with flexibility for user authentication and management
• Compliant with FDA requirements, and artefacts generated can be used for FDA submission

Improving Customer Satisfaction in IT Services

The value of improving customer satisfaction has never been more crucial. In this era of digital transformation, IT Service organizations have many new choices when it comes to customer service technologies. According to a study by Gartner, customer service applications are the largest subsegment of CRM, with more than $17.2 billion in sales for 2018. Let’s take a look at three trending approaches that can make an existing CX strategy better. (Hint: All three focus on effortless customer experience).

The Customer Engagement Hub (CEH)

Engaging with your customers in a meaningful way is a priority and involves the connection between a customer and an organization through various interaction channels. “To offer an end-to-end customer experience across channels and departments, IT leaders must build a CEH,” said Olive Huang, research director at Gartner. “Only a CEH can connect employees across departments, employees with customers, and customers with their peers, while also managing and optimizing personalized customer interaction.”

The customer engagement hub is an architecture framework designed to connect and synchronize processes across multiple departments, including customer service, thus enabling the transfer of data among disparate applications and SaaS services. The CEH is not a packaged item of software but a system of systems from multiple vendors that IT leaders integrate.

A significant component of the CEH is the customer journey map, which enables the customer service organization to view its processes from the customer perspective. Understand the end-to-end customer journey, rather than focusing on channels and touchpoints.

Customer Service Analytics

Customer service analytics may not be a new trend, but the variety of data and the advances in analytics techniques continue to expand. The increased focus on data privacy requires a balancing act between relevancy and clear, transparent, and ethical uses of data.

The growth of digital business and increased customer expectations are elevating the importance of real-time, contextualized customer experiences.

According to a recent customer service and support study by Gartner, shared and trusted master data is key to digital business success. But creating, maintaining and using a single view of the customer is a challenge. “CSS application leaders must raise awareness of and directly contribute to an organization’s information ownership, governance, and quality management structures and processes to ensure high-quality, accurate, and complete customer data,” the report said.

The organizations must now:

  1. Develop a trusted and shareable single view of the customer.
  2. Capture customer insights using customer analytics, data science, and machine learning.
  3. Understand which data is most relevant at different stages of the customer life cycle.
  4. Extend CSS information as part of an enterprise information management program.

Self-service

After years of digitalization and the rise of bots, organizations are starting to take a self-service and automation-first approach. Why? Because people like to help themselves. This automation first approach is referred to as extreme self-service. In addition, customers are leveraging AI as individuals or as groups of customers (such as “people like me” communities). According to Microsoft’s Global State of Multichannel Customer Service Report,  more than 90 percent of all consumers expect a brand or organization to offer a self-service support portal or frequently asked questions (FAQ) page.

Old trends are often the best trends

When it comes to customer service and satisfaction, there are age-old-must-have philosophies that sometimes get lost in the race to innovate:

Keep your customer informed at pre-defined and frequent intervals—even when a problem is not solved—is key to nurturing and retaining your relationship with them.

Be consistent: According to research by McKinsey, consistency is the secret ingredient to making customers happy. The research identified three keys to consistency:

  1. Customer-Journey Consistency: Consistency in the most common customer journeys is a significant predictor of overall customer experience.
  2. Emotional Consistency: Positive customer-experience emotions—encompassed in a feeling of trust.
  3. Communication Consistency: Executing on customer journeys leads to the best outcomes and fix areas where negative experiences are common in a timely manner.

IATA’s New Distribution Capability (NDC): Technology and Travel Industry

Authored by Anandraj Balasubramanian, Senior Consultant – Tech Support

The International Air Transport Association (IATA) launched its ‘New Distribution Capability (NDC)’ for the development and market adoption of a new, XML-based data transmission standard (NDC Standard). In short, NDC provides Airlines with the capability to give their customers a personalized travel experience that is more than just a ticket.

The airline ticket is transformed into a journey or an experience, enhancing the capability of communications between airlines and travel agents. The NDC adoption will allow the airline or travel agents to have better transparency across touchpoints, such as airfare, car rental, hotel, etc. It will also help with customer engagements throughout the journey. NDC is an excellent technology for customizing an end-to-end travel experience that caters to their customer’s preferences. According to the Forbes article, “How Airlines Decide What You’ll Pay to Fly is About to Change Dramatically,” 113 airlines around the world have already signed on to use this new technology.

NDC is open to IT providers, intermediaries, third parties, or even non-IATA members. It is a standard that enables travel industry providers to add value-added services and new revenue streams by collaborating and working with their partners. With the NDC standard, airlines can present a standardized format that provides brand differentiation, personalization and accelerated promotion response times.

The standard is structured according to the seven distribution-related functions, from booking tickets to shopping and destination arrival. Working together, travel management companies, airlines, agencies, buyers and global distributions systems contribute to the NDC standard. Also, with a collaborative approach, participants can now verify that the supporting plans work correctly and are functional across businesses, geography, size, target markets, policies and location.

Benefits of NDC

  • Product differentiationThe new standards allow for rich content, enabling airlines to differentiate their product beyond just display prices and schedules. They will now include all service details.
  • Customer information access & Personalization Airlines can now, with NDC’s help, get direct information about their customers, making it easy for them to add more personalizations.
  • Pricing autonomy Until now, most airlines published their tariffs via ATPCO (pricing data source), but with NDC (the new XML standard), airlines can build their own APIs. Thus, giving more control of pricing, allowing them to adjust individual prices or change prices. Airlines can also create their travel package offers and personalize it to their customers.
  • Ancillary products and services Due to EDIFACT (Electronic Data Interchange For Administration, Commerce and Transport), airlines cannot include ancillaries (e.g. baggage insurance, onboard food) in offers. With NDC standardization, they will have the means to do this, giving them additional profits.
  • Less dependent on Legacy Passenger Systems (PSS) Most airlines utilize PSS that contains reservation info, fares, and schedules. The current system exhibits poor performance and lags in modernization. NDC uses airlines’ private interfaces and presents data stored in PSS databases for greater efficiency.

It will be accurate to say that NDC holds the promise of accelerated innovation in the travel industry. It is a significant change in the way travel is currently sold and purchased. Serving as the conduit for innovation, NDC improves industry collaboration and gives travellers a choice, in addition to added customer satisfaction. The IATA has stated that it wants 20% of sales with a group of airlines from the “Leaderboard” to be powered by NDC by 2020. Enforcing security and robustness of the technology will remain a challenge, given authentication issues that exist.

Infogain under its Travel & Hospitality practice works with the leading airline solution providers in the travel industry.

 

Retail – Client Success Story

Business Challenge

The client wanted a seamless customer experience across all channels

Solution & Benefits

Infogain implemented ORPOS integrated to both ORMS and Legacy across multiple brands in Canada and the US. The
team provided automated patch deployment to the stores. Benefits included:

  • Increased customer satisfaction
  • Increased productivity
  • Reduced costs

Network storage giant unifies customer

Infogain Approach

As the application was globally used and accessed, Infogain proposed a multi-shore team and a scalable resource model that could scale up and down according to support needs during the various rollout phases of the project and across geographies.
In order to reduce complexity and optimize the support process, Infogain set up a single point of entry for support for all system related issues and queries across all user internal IT and field sales teams as well as external partner and customer groups.
Infogain had also led the design and development of the Oracle Fusion-based integration of the new quote-to-order application with Oracle 11i. Therefore, when putting together its Level II Support team, Infogain coupled its project-specific resources with its experienced support consultants to ensure the resulting group could identify issues and respond quickly as required to meet agreed upon SLAs.

Salesforce.com Practice Overview

Our service offerings include:

SFDC strategy and roadmap definition

  • Objectives of the implementation
  • Workshop to identify the current solution and gaps
  • Product evaluation and edition comparison.
  • Plan and define a roadmap

Business outcome driven implementation

  • Business process mapping and Optimization
  • Drive higher sales through a finely tuned sales process
  • Unique iterative Implementation methodology
  • Rapid deployments starting at under 3 weeks to complete go-live in 16 weeks
  • Project management tools and processes built on force.com platform
  • Post Implementation support
  • Shared services model for support

Automation and Scalability by Implementing CRM

Business Challenges in Implementing CRM

  • Client needed a complete enterprise-wide strategy for implementing CRM
  • Solve complex customer data integrity issues
  • Automate core systems to share and exchange data and eliminate manual processes
  • Expand the scalability of the entire customer support infrastructure.

Infogain’s Solution

Infogain’s team planned and implemented an end-to-end CRM Data Integration Solution for the client in two phases. The two-phased implementation helped to achieve a step-by-step deployment within the time and budget constraints of the
client.

The Changing Face of CRM industry

CRM has long been used only for monitoring sales funnel and running marketing campaigns. Can it evolve in an era of intelligence and automation and help us to better engage with customers?

Customer relationship management activities powered by artificial intelligence will add $1.1 trillion to global business revenue by 2021 as predicted by IDC in a recent report. With Salesforce launching Einstein Sentiment, Einstein Intent and Einstein Object Detection in its portfolio of Einstein services, it shows the CRM players are making serious investments in AI based platforms.

In this brave new world where companies talk not of “market of one” but “micro moments”, businesses are trying to adjust their engagement strategy every instant with every transaction and every touch-point. Last year’s presidential elections in the US have highlighted just how sharply focussed and individualized today’s technologies can take us- down to individual and household levels across almost 300 million individuals in that country. That technology goes under many labels- big data, analytics, social marketing, clickstream analysis, bots, perception-shaping, real time engagement scores, etc. – all of which fell not too long ago under the generic umbrella of “CRM” in the broadest sense. And yet, we may only be at the beginning of a complete revolution.

Looking back, CRM implementations were primarily focused on sales, marketing & campaign management. It evolved in the late 90s and peaked in late 2000s, before “digital” became widespread lingo. The initial CRM applications were mostly contact centre operational and sales force automation solutions designed to support field sales teams. Implementation of any new CRM software was a long, tedious and painful process where many applications failed and CRM rarely achieved anticipated benefits.

The arrival of the Cloud has changed this industry to a great extent by enabling faster deployment and upgrades, with lesser infrastructure investment. The Cloud also has improved the pace of CRM innovation through constant iteration and feature improvement that is rolled out to customers automatically. With this, most organizations even SMBs have adopted a CRM tool. The challenge remains that CRM is still used as a basic tool to track or monitor a sales funnel or to run a few marketing campaigns. As such, the promise of CRM tools is never fulfilled in such organizations- there is rarely any feedback loop that encourages behavioral improvements and alignments to strategy amongst users.

The question is can CRM evolve from a basic sales funnel monitoring tool to an intelligent aid for sales representatives? The use of AI technologies within CRM has enabled more advanced systems that are capable of analysing data from different channels and providing insights to the stakeholders in shaping future business AI based CRM now comes with a number of applications including advanced lead scoring, predictive sales analytics and customer engagement, providing virtual customer assistants, intelligent training solutions for sales and customer service representatives, social media monitoring, sentiment analysis; and chatbots for pushing sales and reducing operational costs.

AI based CRM can automatically create service requests based on a customer’s comments on any online social platform and contact the customer proactively for issue resolution. AI allows collection of machine/appliance data and predict failure in advance using IoT and AI and offer preventive maintenance services. For e.g. collect car health-check data in real time and trigger a preventive inspection request, informing customer about possible mechanical issue and offer preventive services in advance and also suggest nearby service centres; also situations that involve notification of customers in real time about order processing or shipment delays. Also, an AI enabled CRM application can offer explanations and alternatives before a customer raises any concern. With smarter solutions on offer, AI has eased collation of data from discrete data sources and provide call centre agents with actionable insights to provide better service and also help them improve service metrics.

AI will change the CRM and make sales teams far more proactive and predictive with their customers and prospects. Data input, the biggest thorn in the side of sales teams in using earlier generations of CRM software is expected be automated to a large extent. Expectations arising from the use of technology such as AI, chatbots, big data analytics and social computing will cause CRM to become vastly more capable, and sales teams to identify and be much closer to their prospects and customers than ever before.

The New Customer Experience Center

Implementing the New Rules of Customer Service
Author: Upakul Barkakaty

The customer service organization is constantly challenged with balancing cost and customer satisfaction. With the arrival of new technologies such as the Smartphone, Big Data, Social platforms and Cloud, customers have become more tech savvy and more demanding, while their expectations and communication behaviors are more diverse than ever before. As a result, products, technologies, systems and applications have become more complex to install, use and troubleshoot.

User Scenarios & Pain Points:

  • Difficulties faced in using the phone channel
  • Disconnection among channels
  • Inaccessible Knowledge
  • Lack of customer collaboration platforms
  • Lack of customer sensitivity
  • Lack of integration between communication systems and CRM application
  • Loss of context from one customer contact to another
  • Missing manuals and how-to-guides
  • Not listening to social platforms
  • Unavailability of multiple channels

The modern day Customer Experience Center should have the following attributes in order to significantly improve the customer experience.

1. Omni-Channel Enabled

A Customer Experience Center is defined as “Omni-Channel enabled” when it enables multiple interaction channels for the customer to make contact with the enterprise. Modern customers are equipped with smart phones and multi-task during much of their day. They want to have different options regarding how they communicate with their business associates, friends and family. They want easy access to any channels available on their smart device including telephone, email, chat, social platform, or the web. Business enterprises should, therefore, be equipped to handle multiple channels. Additionally, they should allow the customer to seamlessly hop from one channel to another, without repeating the inputs that the customer has already provided during previous interactions.

2. Knowledge Searchable
The Customer Experience Center is considered knowledge searchable if it is equipped with a knowledge base and that knowledge can be effectively searched. The customer service agents should be able to easily search this knowledge to solve issues that customers face while using their products or services.

3. Socially Sensitive and Aware
The Customer Experience Center will gain a reputation as socially sensitive and aware if it continuously monitors the sentiments of its customers on social public platforms such as Facebook, Twitter, and Instagram. The Center must address any issues or concerns before they spread over the web or go viral.

4. Content Rich
A customer experience center is content rich if it effectively uses modern day technologies to create, save and distribute multi-media based information on product installation, product maintenance, and other How-to guides. This helps customers to easily understand products and it is conducive to the efficient and effective use of products.

5. Customer Collaborative
The Customer Collaborative Experience center capitalizes on the customers’ experiences and ideas to solve other customers’ issues.

6. Data Intelligent
The data intelligent Customer Experience Center effectively gathers, analyzes, and draws inferences from previous interactions with the customer to make the current interaction a more effective and a fulfilling experience. There is no point in making new product offers to a customer who calls 3x times per week, and does not get a satisfactory resolution to issues that he is facing. These customers need specific attention and a phone call from a qualified person that understands the customer situation and can resolve his or her problems.

7. Mobile Convenient
The Customer Experience Center is mobile convenient if it provides a single integrated native iPhone and Android based application to its customers that allows them to easily initiate any type of interaction by simply swiping and clicking on their smart phones. This process should not require the customer to remember his or her Customer ID, work order number, billing reference number, etc. For example, if the customer is waiting for their breakfast in a restaurant, he or she should be able to simply initiate a chat session with the business. If a customer needs to speak to a live agent, then it needs to be very easy to schedule a call back instead of waiting for the customer agent to become available. Customers should have the ability to swipe on the visual diagnostic tree or Visual IVR to find potential solutions to their problems instead of interacting with a company using TTY phone based IVR which has proved very frustrating for users.

Infogain’s Engage Platform defines gaps in your Customer Experience Center, recommending intelligent, modern day technologies that will help fulfill these gaps. Infogain orchestrates the workings of these technologies together to give your enterprise a solution that will address the needs of today’s customers.

Infogain Architects expertly design and develop iOS and Android based mobile applications that enable customers to efficiently create new technical support cases, access relevant knowledge bases, participate in customer communities, initiate diagnostic tree through visual IVR, and connect through chat/email/phone, schedule call backs, check product masters and so forth.

News Originally Posted on: IT Voice

Is it Time to Re-Think Enterprise Resource Planning (ERP) in Your Company?

With the Internet of Things (IoT), increase in mobile and customer experience (CX), many businesses are taking a closer look at Enterprise Resource Planning (ERP). Whether building out their Internet of Things (IoT) ecosystem, tracking Customer Relationship Management (CRM) efforts, tracking revenue from point-of-sale (POS) systems; or having a single source of truth for multiple systems, ERP is a valuable resource for transparency of information and employee productivity.

It is a great time to investigate ERP for your organization. In fact, a recent article online from PCMag, commented that “ERP vendors are consistently evolving to become more powerful, more affordable, and less complex …with Software-as-a-service (SaaS) options changing the game.” Research firm Forrester and Garter have predicted that SaaS adoption will increase over next three years. The key trends are:

  • Competition from Disruptors by SaaS only companies
  • Incrementally Moving to the SaaS environment for Subsidiary and add-on modules
  • Hybrid model where core ERP remain in-house and collaborative software are deployed on cloud
  • The Internet of Things (IoT) by leveraging ERP tools

Customized ERP Solutions for Microsoft, Oracle and SAP

How are your business systems working right now? If you see room for improvement, keep in mind that Infogain has long time partnerships with Microsoft, Oracle and SAP software providers. Software-as-a-service (SaaS) enterprise resource planning (ERP) is accelerating as a mainstream delivery model to help companies gain flexibility and leverage modern cloud technologies. Infogain can assist organizations in strategizing their movement towards the cloud. Decisions like moving from on premise ERP to Cloud ERP or only subsidiary modules to cloud are critical for harvesting the benefits.

Our Enterprise Business Solution Suite of applications expertise spans 27 modules and automates a multitude of business processes. Our 1,300 engineers have completed over 200 implementations with on premise, cloud and hybrid models. We are helping our clients in cloud adoption and migration. With 22 years of providing ERP customizations and solutions, we are currently providing ongoing application management and operations to over 20 Oracle E-Business Suite clients. The benefits are numerous, including an increased return-on-investment and integrated, seamless solutions.

Infogain-ERP Customer Story

Recently we worked with a large customs organization with 25 Legacy systems for financial processes scattered across geographies. As you can imagine, productivity was slow and cumbersome. They needed a single repository of information in addition to a more holistic view of their customers. They also realized that with the upward trend of mobility, a mobile app to strengthen customer loyalty and retention was needed.

With Infogain’s help, the results were immediate and dramatic, leading to increased productivity, reduced operational costs and renewed customer loyalties. Infogain’s ERP team revamped their existing financial system and leveraged Oracle receivables/payables for consolidation across the organization. In addition, the team streamlined operations with a unified customer view and finance portal.

How Can We Help?

With cloud-based servers, flexibility in adding modules to existing ERP and adding SaaS tools incrementally, it’s a great time to explore how enterprise resource planning can make a difference in your organization.

We welcome your questions and comments. Email us at EBS.Services@infogain.com.

By Jawed Shaikh, Vice President and Pune Center Head at Infogain

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