Is your organization equipped to deliver agile B2B experience?

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In this customer age, organizations which are not equipped with an agile customer experience would tend to fall back in the race to the peak. With an agile and efficient B2B customer experience solution an organization will be geared up to meet new challenges of the digital age. A business customer with minimal level of patience and time will always be a hard one to please – this can be changed with a unified and yet robust B2B customer experience platform.

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Is your organization equipped to deliver agile B2B experience?

  1. 1. Is your organization equipped to deliver agile B2B customer experience? © Intense Technologies limited 2014-15© Intense Technologies limited 2014-15 www.in10stech.com
  2. 2. Why B2B Customers are important? More Revenue per $ spent on operations Long Term engagements lead to almost lasting business relationships Business of Enterprise Customers directly proportional to Your Revenue Increase and Business Expansion © Intense Technologies limited 2014-15 Repeat business and upselling 2 =
  3. 3. What role does Customer Experience play in dealing with B2B customers? © Intense Technologies limited 2014-15 3 Why do organizations today need to focus on Customer Experience? How does Customer Experience fit in overall business strategy?
  4. 4. Why Now? AgeofManufacturing AgeofDistribution AgeofInformation EnteredintotheAgeof Customer Factors increasing the intensity to existing market : – Intense competition with existing players – Products are commoditized – Access to Global © Intense Technologies limited 2014-15 4 1900 1960 1990 2010 AgeofManufacturing AgeofDistribution AgeofInformation EnteredintotheAgeof Customer Customer is driving the business and has become demanding more than ever in the last 100 years – Access to Global Market – Barriers to Entry are getting lower New Players with new offerings, business models – Profits on Per Retail customers is decreasing due to increasing cost of operations and infra Yr
  5. 5. Focus on enterprise customer © Intense Technologies limited 2014-15 5 Declining APRUs from retail customers Increasing revenue from enterprise customers Telecom service providers world over are focused on enhancing enterprise customer experience
  6. 6. Two sides of the coin © Intense Technologies limited 2014-15 6 Enterprise customers are the substantial revenue contributors Enterprise customers are most complex of customers to manage and satisfy due to the volume and number of services they consume Challenge Opportunity
  7. 7. Two sides of the coin Technology-Fueled Differentiative Customer © Intense Technologies limited 2014-15 7 Enterprise customers are the substantial revenue contributors Enterprise customers are most complex of customers to manage and satisfy due to the volume and number of services they consume Challenge Opportunity Technology-Fueled Differentiative Customer Experience
  8. 8. Conventional Thought Several studies in the past reflected that “ Customer Satisfaction” is among the top priority in business Customer Satisfaction © Intense Technologies limited 2014-15 8 Satisfaction Customer Experience Multiple Relationship Managers Selective Communication channels Websites on products and offerings Reports in Excels/PDF ……. …...
  9. 9. Thought Transformation Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers Customer Satisfaction © Intense Technologies limited 2014-15 9 Control Clarity Communication
  10. 10. Thought Transformation Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers Customer Satisfaction © Intense Technologies limited 2014-15 10 Customer Empowerment
  11. 11. Thought Transformation Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers Customer Satisfaction ‘Customer Empowerment’ is cited as top © Intense Technologies limited 2014-15 11 Control Clarity Communication Customer Empowerment ‘Customer Empowerment’ is cited as top challenge impacting the ability to accomplish the objective of ‘Customer Satisfaction
  12. 12. Thought Transformation Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers Customer Satisfaction © Intense Technologies limited 2014-15 12 Customer Empowerment Customer Experience
  13. 13. Thought Transformation Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers Customer Satisfaction Customer Experience from just being a tool to © Intense Technologies limited 2014-15 13 Customer Empowerment Customer Experience Customer Experience from just being a tool to provide communication to customer has become an Enabler to Empowerment
  14. 14. Path to Customer Experience Maturity © Intense Technologies limited 2014-15 14Source: Forrester Research
  15. 15. Key to Differentiation © Intense Technologies limited 2014-15 15
  16. 16. Best in Class Customer Experience Unified View Multiple Communication Channels Consistency in Communication Streamlined and Structured Operations Single Self Service Platform for all Stakeholders Providing Information at customer’s disposal © Intense Technologies limited 2014-15 Providing Information at customer’s disposal 16 Removing Complexity, Removing Clutter
  17. 17. Major Challenges Consolidation of Data – “a lack of cross-organizational view of information is the greatest obstacle to customer expe-rience management success” Limited Use of communication Channels – Selective use of channel based on communication type © Intense Technologies limited 2014-15 Multiple Data Warehouse working in Silos – Isolated islands of data shackles business opportunity and increases operations cost 17
  18. 18. Data in Silos with Redundancy Customer information in multiple core systems Multiple applications for multiple customer touch points Source System CRM Selfcare © Intense Technologies limited 2014-15 18 • Discrepancies in information resulting in customer disputes • Delayed Invoice cycles and revenue realization • Customer churn due inconsistent experience across touch points Mainframes Source Systems Sales Finance
  19. 19. Overcoming Challenges Landscape Transformation Can take 4-5 years Cost Millions Require Sustained Focus Agile Digital Transformation Short Implementation Timelines Multi- Purpose © Intense Technologies limited 2014-15 Require Sustained Focus Delayed breakeven Further drain on business as usual High risk from interim changes Multi- Purpose Lower Cost Prioritize on customer touch points Quicker response to business needs Highly adaptable Lower Risk 19
  20. 20. Overcoming Challenges Landscape Transformation Can take 4-5 years Cost Millions Require Sustained Focus Agile Digital Transformation Short Implementation Timelines Multi- Purpose X © Intense Technologies limited 2014-15 Require Sustained Focus Delayed breakeven Further drain on business as usual High risk from interim changes Multi- Purpose Lower Cost Prioritize on customer touch points Quicker response to business needs Highly adaptable Lower Risk 20 X
  21. 21. Domain + Technology = Digital Transformation Domain Acquire Customer Onboard Customer Customer Experience Technology Social MobileCloud © Intense Technologies limited 2014-15 Domain Customer Engage Customer Experience 21 Analytics Priority - Customer centric business processes
  22. 22. Correspondences (PS,PDF) Case Study: Struggle with existing IT ecosystem Core systems across LOBs B2B customers CRM Multiple Core systems Output Stake holders Data Feeds © Intense Technologies limited 2014-15 22 Information silos in Legacy system Core and legacy systems Multiple Core systems – single LOB Feeds to collection and CRM A/c Managers and Collection agents Resellers ManagementConsolidated Invoices Reports & Analytics Multiple systems, processes leading to complexity leading to huge opex costs, greater TAT for providing services, customer dissatisfaction
  23. 23. Case Study: Simplified, Digital Transformation Core systems across LOBs B2B customers CRM Multiple Core systems Agile Digital Transformation Stake holders Correspondences (PS,PDF) Data Feeds © Intense Technologies limited 2014-15 23 Information silos in Legacy system Multiple Core systems – single LOB Core and legacy systems A/c Managers and Collection agents Resellers Management Removing the complexity in the ecosystem by introducing single source of truth for advanced customer experience and consistency in communication Feeds to collection and CRM Consolidated Invoices Reports & Analytics Middle Ware
  24. 24. Value Add Before Digital Transformation • Enterprise customer experience • Huge OPEX costs • High bill disputes Challenges © Intense Technologies limited 2014-15 24 Middleware • High bill disputes • Inconsistent communication • Longer TAT for support services • Delayed revenue realization Multiple systems, processes leading to high costs and poor customer experience
  25. 25. Value Add Before Digital Transformation After Digital Transformation © Intense Technologies limited 2014-15 25 Middleware
  26. 26. Value Add After Digital Transformation • Decommissions redundant applications • Reduces OPEX Costs • Streamlines Operations Benefits Offered © Intense Technologies limited 2014-15 26 Middleware • Streamlines Operations • Faster Revenue Realization • A/C managers can be released to handle new businesses • Provides analytics for all stake holders(Role Based Access) Single source of truth for all stake holders
  27. 27. Digital transformation for © Intense Technologies limited 2014-15 Digital transformation for 27 Differentiative Customer Experience
  28. 28. Q & A © Intense Technologies limited 2014-15 Q & A 28
  29. 29. Secunderabad A1, Vikrampuri Secunderabad - 500 009. AP, INDIA Tel: +91-40-44558585/27849019/27844551 Fax: +91-40-27819040 Noida A-1/E, Sector - 16 Noida - 201301 Uttar Pradesh Tel: +91-120- 4743900 to 10 Mumbai 101, Vaishnav Apt, Dr.Charat Singh Colony Nr. Solitare Corporate Park, Chakala, Andheri (E) Mumbai - 400 093. Tel: +91-22-32419713/32064648/28253400 Bangalore 103, Krishna Chambers, 20/21, Konena Agrahara, 5th Cross, Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 INDIA Intense Technologies Limited © Intense Technologies limited 2014-15 Fax: +91-40-27819040 e-mail: info@intense.in Tel: +91-120- 4743900 to 10 e-mail: sales.delhi@intense.in Tel: +91-22-32419713/32064648/28253400 e-mail: sales.mumbai@intense.in Tel: +91-80-324 91083/30588333/9741922511 e-mail: sales.bangalore@intense.in 10481 NW 36 Street, Miami FL 33178 USA Tel: +1 954 545 2037, GSM: +1 305 509 1250 e-mail: jaime.diamand@in10stech.com UNITED STATES OF AMERICA 9, Temasek Boulevard # 19-05 Suntec Tower 2 Singapore 038989 Tel: +65-8288-1859 SINGAPORE P.O.Box 88174, Dubai Tel: +971-4-2653202 / 56-6499568 e-mail: info@intense.in UNITED ARAB EMIRATES About Intense Technologies Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals. Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage. © Intense Technologies limited 2014-15 www.in10stech.com 29

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