We spoke to Saurabh Kumar, managing Director at In2IT Technologies South Africa about how effectively integrating disparate systems and leveraging advanced analytics to improve communication and customer experience, can benefit the B2C business.
From the technology point of view the biggest challenge is to ensure that a person addressing customer requirements at any channel has the necessary customer info available. So, customer master data management across the organisation, availability of systems and technology to implement requests at any channel and ability give feedback to the clients instantaneously are key challenges.
Personalisation of service delivery is key for retaining clients. Advanced analytics ensures that business gain enough insight about the customers and able to produce customized input to the,
Online interaction is on exponential increase and it is a big driver for advanced analytics. A consumer expects businesses to know intrinsic details and information about the behaviour pattern. They also expect quick delivery of requests. All these need an integrated system in the back-end.
Businesses should be able to analyse client feedback either received directly or indirectly and should have integrated systems in place to change as per the feedback. This is a big shift in how businesses would develop services and products going forward.
There are plenty of Cloud options available for businesses. Such as various pay as you go social media analytics platforms that are well suited for small businesses.
Define key business needs first. Thereafter align IT leadership to the business needs and then pursue this path.
