Transforming Sales and Service with a Mobile-First Strategy. How to use mobility s unique capabilities for competitive advantage
|
|
- Johnathan Jones
- 8 years ago
- Views:
Transcription
1 Transforming Sales and Service with a Mobile-First Strategy How to use mobility s unique capabilities for competitive advantage
2 Overview The proliferation of digital capabilities and convergence of social, mobile, analytics and cloud technologies are rapidly changing how every industry and enterprise interacts with its customers. Across all business models, customer expectations are at an all-time high. To remain competitive, companies must deliver an omnichannel, nonstop customer experience, which increasingly means blending sales and service into a seamless capability. This approach provides more value to customers and, therefore, drives increased revenues to companies. The route to success is to redefine and redesign existing sales and service processes to make them more agile in the context of a day-in-the-life of sales representatives and customer service representatives (also known as service agents), with the unique capabilities of mobile in mind. While many companies tack on mobile apps or capabilities to existing processes and tools, that approach usually fails to deliver desired results. Leading with mobility in mind creates a distinctive experience; we refer to this as a mobile-first strategy. In this paper, we discuss how to implement a mobilefirst strategy. It is a holistic approach within agile selling and service that begins with the desired outcomes and determines how mobile can enable them. Importantly, this method works across B2B and B2C models (see sidebar Applying Mobile First to Different Selling Scenarios for more information). In our experience, companies adopting a mobile-first approach can achieve transformed customer interactions that enhance retention and growth. As just one example, Accenture helped a hair and beauty products client deploy a sales mobility solution that consolidated opportunity information from CRM, booking data from ERP, and marketing collateral from the company s context repository. The result: a sales force that had information at their fingertips to prepare for a call and the ability to engage customers in highly interactive conversations. 2
3 Mobility is top-of-mind but not effectively leveraged The enterprise use of mobile solutions among sales and service forces is growing rapidly, but most have only begun to tap the true transformational potential of mobility. Recent CSO Insights data shows chief sales officers (CSOs) consider mobility as an important tool to grow revenues, with 81 percent indicating they believe that mobile customer relationship management (CRM) has at least some impact on sales team performance. 1 Likewise, C-level executives are actively allocating money to spend on mobile initiatives. Results from the Accenture 2014 Mobility Insights research indicate that executives recognize the need to have a mobile strategy and execute on it to keep pace with industry. 2 The survey also shows that mobility is a top five priority for 77 percent of C-level executives, and 87 percent of companies have formal mobility strategies. Mobility s importance is also recognized at the very top in 35 percent of companies where the CEO plays a role in mobility strategy development. 3 Despite the strategic intent and daily use, companies are not fully realizing the benefits of mobility solutions in sales and service, primarily because they do not know how to take advantage of the unique mobile capabilities to achieve an agile sales and service model. For example, CSO Insights data shows that although most companies have a mobile agenda, it is not dramatically increasing revenue or contributing to the bottom line. While tablet usage has increased exponentially in the past year fewer than half of sales representatives are using mobile devices to access selling tools. 4 Why is this happening? Based on our client experience, we see mobility evolving along a continuum (see Figure 1). Unfortunately, many companies rarely get beyond the individual app approach. They mistakenly think purchasing the newest versions of tablets and smartphones for sales representatives, or extending an existing CRM tool to customer service representatives with a mobile app, is sufficient. These approaches rarely achieve desired outcomes. because they merely extend existing processes into a mobile environment. They do not look at how an always on channel, such as mobile, can transform those processes to drive greater efficiency and effectiveness. Currently, very few companies have agile sales and service capabilities that fully leverage mobility s transformational potential. Figure 1: Few companies leverage mobility s transformational capabilities. High Value 4 Process-based User Experience Solution Analytical Data and Insights Individual Apps Voice/ / Web Basics of mobility Applications for one platform (SFDC, SAP, etc.) Complete user engagement across a range of backend information and systems Mine data for meaningful insights to drive process and operational efficiencies. Transformational Sales and Service Low Value No Program Mobile Use Case Maturity Curve Sophisticated 3
4 Applying Mobile First to Different Selling Scenarios The mobile-first premise, capabilities and use cases are similar across these three selling models; however, the way in which the sales and service organizations achieve targeted outcomes are different. Business-to-business (B2B) Typically a complex solution sale that involves multiple decision makers and several sales support resources to close the sale. From a mobile-first perspective, having access to timely and relevant information from multiple systems is key to improving customer intimacy through a 360-degree view of the customer, including sales and service interactions. Similarly, enabling mobile processes to uncover and capture the customer s business problem and needs is critical to developing customer-centric solutions and engaging the right level of sales support resources. Business-to-business for small and medium businesses (B2B SMB) Typically a solution sale with one or two decision makers where the sales representative can often architect the solution and close the sale with limited sales support resources. Taking a mobile first approach helps improve sales representatives ability to close the sale in one call by using mobileenabled processes to: Understand the customer (plan for the sales call) Uncover and document the customer s business problems and needs Present potential solutions Configure and quote solutions Take the order and capture a signature. Delivering this end-to-end solution through an agile, mobile device not only increases representative productivity, but also provides an interactive and efficient sales conversation with the customer--reducing the number of customer interactions needed to close a sale. Business-to-consumer (B2C) Typically the consumer can engage with the business through multiple channels, including online, direct and partner sales channels. A mobile-first strategy provides sales representatives with the mobile tools to execute a one-call close similar to the process for small and medium businesses. In addition, representatives need aggregated information about all other interactions the consumer has had across various sales channels, including service groups. When consumers encounter a direct representative, analytics pushed to a mobile device can help guide the customer conversation to capitalize on the most opportunistic selling scenarios. 4
5 5
6 A day in the life with enhanced mobile capabilities It is important to look at these processes from the perspective of both efficiency, i.e. how to give representatives more productive time by reducing administration, and effectiveness, i.e., how to help representatives derive more value from that productive time. A mobile-first approach can address both of these aspects across a spectrum of B2B and B2C sales and service situations as illustrated in Figures 2-4. Figure 2: Mobile-first makes it faster and easier for sales representatives to prepare for sales calls. It also allows sales and service forces to seamlessly share information about customers. Preparing for a customer conversation Without Mobile Sales Rep or Service Agent At a desk Multiple sources Siloed from service No collaboration CRM Analytics Service Data ERP Comp Data Social Media Before a meeting, sales representatives typically spend time accessing multiple systems to get a complete view of the customer. Information related to accounts/ opportunities, data about open service requests, details on the customer relationship and power map, and social media profiles of key contacts all reside in different systems. As a result, preparing for the sales call is a time-consuming task that may be done the night before, done in an incomplete manner or, worst of all, not done at all. CRM Analytics Service Data ERP Comp Data Social Media Mobile-First Timely, relevant, and interactive content In the field One centralized source 360 degree view across sales and service With a mobile-first approach, sales representatives can more easily and effectively prepare, as: Key information is available as needed from multiple systems and can be presented in an easy, accessible, "push" format. Call planning can occur right before a meeting. Sales and customer service representatives can share a common set of sales and service data, so sales is aware of open service issues, and service can resolve issues to minimize any impacts to closing a sale. Figure 3: Mobile-first greatly improves sales representatives ability to collaborate with customers and accelerates the sales cycle. It also enables customer service representatives to take advantage of opportunistic selling situations while at the customer site. During a customer visit Without Mobile Service Agent Mobile-First Service Agent Sales Rep Sales Rep Present AT customer Disjointed data capture Fix single solution identified Limited customer engagement Collaborative discussion Customer involved Improved customer experience Comprehensive solution Opportunistic cross-sell/up-sell scenarios Improved customer experience When meeting with the customer, traditionally, sales representatives may present solutions without first understanding customer needs or engaging in a dialogue around the impact of solving the customer s business problems. 6 Mobile devices can help: The sales representative conduct an interactive needs assessment along with the client. Joint solution building and configuration leveraging the device's touch capabilities. Sharing and interacting with marketing collateral. Automatically sync with the CRM system any information gathered on the tablet, significantly reducing post-call administrative tasks. Enable a one-call close in some B2B and B2C sales situations. This means the entire sales process capturing customer needs, presenting solutions, configuring and quoting a solution, taking an order with signature capture, and even payment can be enabled and completed on the device.
7 From a service perspective, new agile processes can be created for opportunistic selling situations. For example, in a B2C scenario, a customer service representative working on an issue with the customer s washing machine may also have information that the water filter on the customer s refrigerator is due for replacement. Access to this level of data while at the customer s site allows the customer service representative to proactively address potential service issues before they occur, providing the customer with improved service while reducing service costs (see Figure 3). Delivering a positive service experience also creates opportunities for cross-selling and up-selling additional products and services to the customer. Figure 4: Mobile-first collects sales meeting information in real time for manager review and increases sales representatives ability to complete more calls throughout the day. It also improves communication between sales and service with a complete view of customer information. After a customer conversation Without Mobile Sales representatives often call their managers after a sales meeting to explain what happened. Although the manager receives the update, the information is not captured in an enterprise system so that others can see what transpired. In addition, sales representatives are required to later update opportunity data at their desk, increasing the administrative burden and reducing selling time (see Figure 4). In a B2B selling scenario, failing to get relevant information into the CRM system makes it difficult to efficiently engage sales support resources like pricing or competitive teams. Mobile-First Data captured in real-time to update sales metrics and customer service details Identified leads passed to sales rep instantly through system. With a mobile-first approach: Information is captured during the sales meeting and directly updated in the CRM tool, providing the manager immediate metrics. The sales representative now has time to pursue additional sales activities. For instance, he can review in his car new leads in close proximity, access relevant contact data and drive to conduct additional sales meetings, helping increase both efficiency and revenue (see Figure 4). On the service side, customer interactions typically end after a customer visit. With an agile mobile process, however, if the sales representative has a large opportunity where a critical service call just happened, the customer service representative could instantly contact the sales representative to convey the service call resolution. This could even happen automatically with sales and customer service representatives having a 360-degree view of customer data. Finally, if the customer service representative happens upon any opportunistic selling situations, it can quickly be passed as a hot lead to sales. Increasingly, the service channel is becoming a core lead generation engine. 7
8 Analytics capabilities power new insights Many sales and service initiatives generate sales analytics for managers to view retroactively, giving them greater insight and control into the sales process, i.e., understanding if a sales representative booked an opportunity or if a lead was moved along in the pipeline to the commit stage. In contrast, a mobile-first strategy uses comprehensive, sophisticated tools to monitor selling processes in real time. Using tablets and smartphones with builtin mobile analytics capabilities, companies can automatically collect and analyze real-time data from sales conversations and other sales and service activities. Examples include clocking the amount of time spent at customer site, tracking the efficacy of marketing collateral shared and automatically documenting customer needs (see Figure 5). These advanced analytics can help drive better decision-making and help guide the conversation or engage additional sales resources via video as the sales representative is conducting a meeting. They can also help a customer service representative to initiate an upsell or cross-sell opportunistic scenario, follow a playbook or script, and automatically track and measure how the technician performs. Additionally, they can help sales managers understand what high-performing sales representatives do during customer interactions and help coach other sales representatives on how to repeat those actions in their own meetings. From a B2B perspective, companies can quickly deduce what sales representatives need to complete a one-call close. Similarly, there are advantages for longer B2B sales cycles to capture customer needs and automatically update the CRM system in the cloud to engage proper sales resources, such as software, hardware or professional services sales representatives. Importantly, these next-generation sales analytics allow companies to proactively and regularly adjust sales and service strategies, rather than waiting until the end of the quarter. Potential outcomes include significantly reducing the sales cycle, improving the ability to identify new use cases or opportunistic deals, connecting sales and service, and increasing the overall deal size. Figure 5: Mobile-first uses advanced analytics to help drive better sales and service outcomes. Agile, process-led mobile applications combined with the unique capabilities of mobile allow for new metrics that drive increased productivity. Example Metrics Supporting Mobile Capability Value Delivered Time spent at client site Selling content shared with the customer Thoroughness of customer needs assessment On demand support leveraged Up-sell/cross sell opportunistic opportunity conversations GPS with ability for reps to Check In at client site Tracking of content leveraged tied to opportunities through mobile application Guided conversations that help ensure complete needs assessments on the first call with automatic ties to CRM Mobile collaboration technologies (video) to efficiently engaged sales support resources Mobile enabled playbook for common selling scenarios Reduced sales cycles time Improved coverage analytics Increased win rates Reduced sales cycle time Increased win rates Reduced sales cycle time Decreased cost of sales Reduced sales cycle time Decreased cost of sales Reduced sales cycle time 8
9 How to adopt a mobile-first approach Executing a mobile-first strategy can deliver impressive results by reducing sales cycle timeframes; improving sales and customer service representatives preparedness and productivity; accelerating lead qualifications; promoting information exchange between sales and service; and enabling the use of real-time analytics to drive highly-effective sales and service force behavior. Companies need to take three primary steps to accomplish this: 1. Drive an innovation agenda to more effectively sell and service as an organization The first step is for companies to figure out how they want to sell to and service customers as well as how customers want to be sold to and serviced. This is a strategic and operational shift, requiring both CSOs and CIOs to collaborate and determine how to be more effective, close deals more quickly and decrease sales cycle time, as well as how the mobile infrastructure will support the strategy. A critical component of this step is to look at sales and services processes and use cases differently. Examples of these processes include how sales representatives prepare for and follow up on calls, or how sales and customer service representatives share information about customers. Companies must determine how to make these business processes more agile and streamlined by leveraging the capabilities mobile brings from location-based services to multi-media screens. One way to jump start the process is to look outside the organization for leading mobile practices from other industries. For example, Accenture helped a toptier pharmaceutical company to create a single sales and service mobility solution in the cloud using tablets and to provide mobile application development services. Through a phased roll-out over three years to 25,000 sales representatives, the solution has lowered total cost of ownership of sales force hardware by 25 percent, reduced in-office training time, and decreased sales and customer service representative time on technology activities by a few hours per representative per week. Ultimately, with easier and increased access to information, the sales team can help health care providers meet their objective of improved patient care. 2. Review and redesign for mobile the key processes/tasks for sales and service The second step requires companies to closely examine the primary daily tasks of sales and customer service representatives in the field, breaking them down into discrete work flows, ensuring each adds value and redesigning each with mobile capabilities in mind. Using this approach, a company might, for example, redesign a process to alert a sales representative when she is near a customer who is due for sales calls, or enable a customer service representative to show a customer a tablet-friendly brochure about an extended warranty while he is fixing the refrigerator. A key factor of this second step is to incorporate aspects of social and analytics from multiple data sources in the cloud. Mining information from a customer s social media profile and aggregating it with data collected in real time from sales and service interactions can help representatives and technicians to make more informed decisions while in the field. Think of it as a digital sales aid. Analytics can also enable companies to make better decisions about how to shorten the sales cycle and drive opportunistic selling scenarios, as well as how to coach specific sales representatives and train service representatives in cross-selling techniques. 3. Develop apps and capabilities to support improved sales and service teams processes/tasks The third step is for companies to build integrated and easy-to-use mobile apps that directly support the newly designed sales and services processes. These apps must not only support how sales and customer service representatives perform their work in the field with customers, but also enable them to deliver a consistent, differentiated customer experience that aligns with the company s brand. Accenture worked with a global e-commerce company to quickly build highly functional mobile applications across multiple smartphone platforms. In just two months, Accenture developed and tested a branded mobile app that facilitated direct contact between sellers and buyers. 9
10 Move ahead with mobile-first now Implementing a mobile-first strategy to transform sales and service requires commitment. Companies that move boldly toward an agile approach that takes full advantage of mobility will have a head start on achieving high performance. Contact us To learn more about how Accenture is helping companies develop a mobilefirst strategy, please visit accenture.com/ customer or contact one of the authors: Join the Conversation; Follow Us on Yusuf Tayob Managing director - Accenture Strategy, Sales Execution & Enablement global lead yusuf.a.tayob@accenture.com Dan Petrossi Senior manager - Accenture Strategy, Sales & Customer Service Transformation daniel.petrossi@accenture.com Andrew Hopkins Senior manager - Accenture Digital, Mobility Transformation lead andrew.d.hopkins@accenture.com References 1, 4 How Agile Sellers Play to Win CSO Insights, Accenture, , 3 Accenture 2013 CIO Mobility Survey 10
11 11
12 About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 289,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, Its home page is Copyright 2014 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. This document is produced by consultants at Accenture as general guidance. It is not intended to provide specific advice on your circumstances. If you require advice or further details on any matters referred to, please contact your Accenture representative. mc695
MOBILE SALES ENABLEMENT HOW TABLETS UNLOCK SALES OPPORTUNITIES
MOBILE SALES ENABLEMENT HOW TABLETS UNLOCK SALES OPPORTUNITIES WHY MOBILE SALES ENABLEMENT IS IMPORTANT The rapid adoption of mobile devices has sales and marketing leaders reinventing how they go-to-market.
More information2014 State of B2B Procurement Study:
Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape
More informationAccenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud
Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on the
More informationModern Sales in the Cloud. In the Era of the Empowered Customer
Modern Sales in the Cloud In the Era of the Empowered Customer Today s Sales Landscape 45% of enterprise-level buying decisions are made before your buyer says hello to 1 your sales rep 60% of sellers
More informationBuilding the Digital HR Organization. Accenture and SuccessFactors on the changing nature of HR
Building the Digital HR Organization Accenture and SuccessFactors on the changing nature of HR More than ever, HR has to contend with changing business demands and an evolving workforce. At the same time,
More informationThe Chemicals Industry Getting Ready for Next-Generation B2B
The Chemicals Industry Getting Ready for Next-Generation B2B In the chemicals industry, electronic business-to-business (B2B) interactions between buyers and sellers typically rely on tools and techniques
More informationAccenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty
Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate
More informationACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS
SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better
More informationAccenture & NetSuite
Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationTop-Five Focus Areas for Improving Sales Effectiveness Initiatives. Trends and insights from the 2013 Sales Performance Optimization Study
Top-Five Focus Areas for Improving Sales Effectiveness Initiatives Trends and insights from the 2013 Sales Performance Optimization Study Introduction Enterprise growth today is about more than making
More informationCRM On Demand now hosted locally in Europe. An Oracle White Paper 2011
CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer
More informationAccenture Human Capital Management Solutions. Transforming people and process to achieve high performance
Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented
More informationWealth and Asset Management Services Spotlight. Redefining the Wealth Management Client Onboarding Experience
Wealth and Asset Management Services Spotlight Redefining the Wealth Management Client Onboarding Experience Why is Client Onboarding an Imperative? As competition in the wealth management industry becomes
More informationUnlocking potential with SAP S/4HANA
Unlocking potential with SAP S/4HANA 2 Unlocking potential with SAP S/4HANA For businesses looking to take advantage of an always-on, digitally-connected and Big Data-driven world, Accenture has developed
More informationImproving contact center productivity and customer satisfaction with a proven portal solution.
Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact
More informationAccenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service
Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment
More informationSoftware Industry KPIs that Matter
Software Companies Run Better on NetSuite. Software Industry KPIs that Matter Sponsored by Improved Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased
More informationThe Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service
BUSINESS ANALYTICS The Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service Copyright 2014 Oracle Corporation. All Rights Reserved. The explosion of
More informationModernizing your annuity platform to reduce costs, improve customer service and increase business agility
Modernizing your annuity platform to reduce costs, improve customer service and increase business agility 1 Modernizing your annuity system can pay big dividends to insurers. It can enable them to increase
More informationTransforming Accenture s core HR systems: Setting the stage for a digital Accenture
Transforming Accenture s core HR systems: Setting the stage for a digital Accenture 2 Client profile Accenture s internal IT organization is charged with driving the company s digital agenda. Building
More informationEmpowering Your Sales Force. It s Not Just Automation. It s Personal.
Empowering Your Sales Force It s Not Just Automation. It s Personal. 2 Empowering Your Sales Force: It s Not Just Automation. It s Personal. Empowering Your Sales Force It s Not Just Automation. It s Personal.
More informationPlaying to Win. Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions
Playing to Win Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions An organization s ability to acquire and retain high-value customers has long been a cornerstone of
More informationCritical times for customers require exceptional service. Can your claims system deliver?
Duck Creek Claims Critical times for customers require exceptional service. Can your claims system deliver? Customers rely on property and casualty (P&C) insurers to meet their ever-changing needs during
More informationAccenture CAS: integrated sales platform Power at your fingertips
Accenture CAS: integrated sales platform Power at your fingertips Understanding the market It is a tough market out there: margins are tightening, competition is increasing and the retail landscape is
More informationTechnology. Accenture Data Center Services
Technology Accenture Data Center Services 2 Accenture employs marketleading technologies and processes to help clients design, implement and manage data center solutions that align to business priorities,
More informationStrategies to Improve the Customer Experience 3eBook
Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:
More informationOPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT
OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service
More informationHelping electronics and high-tech companies improve business performance through better service management and support
Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationData Management: Foundational Technologies for Health Insurance Exchange Success
INDUSTRY BRIEF Data Management: Foundational Technologies for Health Insurance Exchange Success Sponsored by: Informatica Janice W. Young November 2013 IN THIS INDUSTRY BRIEF U.S. health plans have been
More informationDriving Customer Experience Excellence
Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly
More informationLeap Ahead Procurement Goes Social
Leap Ahead Procurement Goes Social In the past five years, social media has become an integral part of the lives of people everywhere. In response, companies have been embracing social media with equal
More informationEngage Customers with Service Excellence
SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s
More informationBusiness Startups - Advantages of Using Automation
CLOUD AUTOMATION How Cloud Automation Can Help You Scale Your IT Services TABLE OF CONTENTS Introduction 03 Business Benefits 07 Administrator Benefits 11 Technical Considerations 14 Conclusion 17 2 INTRODUCTION
More informationRedefining Infrastructure Management for Today s Application Economy
WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationBeyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences
Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Build lasting relationships and brand loyalty by delivering superior client experiences As the dust
More informationThe power of collaboration: Accenture capabilities + Dell solutions
The power of collaboration: Accenture capabilities + Dell solutions IT must run like a business grow with efficiency, deliver results, and deliver long-term strategic value. As technology changes accelerate
More informationGain a new perspective on your digital customer experience and get closer to what matters
Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually
More informationAccenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance
Accenture and Software as a Service: Moving to the Cloud to Accelerate Business Value for High Performance Is Your Organization Facing Any of These Challenges? Cost pressures; need to do more with the
More informationAccenture Technology Consulting. Clearing the Path for Business Growth
Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers
More informationThe Evolving Role of Process Automation and the Customer Service Experience
The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive
More informationMOBILE SALES ENABLEMENT FOR SALES OPS AT A GLANCE
MOBILE SALES ENABLEMENT FOR SALES OPS AT A GLANCE Liberating stranded enterprise data is increasingly a priority for companies looking to make efficiency gains for business impact. In addition, in a world
More informationAccenture Field Force Transformation
Accenture Field Force Transformation What holds your field service workers back? Overcoming Frequent Field Force Challenges Many organizations have invested in office-based workforce management systems
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationState of Sales Technology and performance insights from over 2,300 global sales leaders. research
2015 State of Sales Technology and performance insights from over 2,300 global sales leaders research About This Report 2 Salesforce Research surveyed more than 2,300 In this report, we define high-performing
More informationIs your outdated billing system costing you time and money?
Duck Creek Billing Is your outdated billing system costing you time and money? In a dynamic marketplace, being agile is essential to property and casualty (P&C) insurers that want to grow their business.
More informationAccenture and Salesforce.com. Delivering enterprise cloud solutions that help accelerate business value and enable high performance
Accenture and Salesforce.com Delivering enterprise cloud solutions that help accelerate business value and enable high performance 1 Businesses and governments around the world are increasingly adopting
More informationOptimizing government and insurance claims management with IBM Case Manager
Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights
More informationA new era for the Life Sciences industry
A new era for the Life Sciences industry Cloud computing changes the game Michael Whitworth Director, Clinical Data Strategy Accenture Accelerated R&D Services Michael.whitworth@accenture.com Agenda: Accenture
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationAddress key business priorities with a strategic approach to outsourcing
Address key business priorities with a strategic approach to outsourcing This paper explores what your company can do, starting today, to win in its markets with smart outsourcing. Points of consideration
More informationYOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM
YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM Introduction WHAT IS CRM? CRM is much more than a buzzy acronym that s been tossed around the business and sales world for
More informationOperating from the middle of the digital economy: Integrated Digital Service Providers. By Ed Bae, Sumit Banerjee and Tom Loozen
Operating from the middle of the digital economy: Integrated Digital Service Providers By Ed Bae, Sumit Banerjee and Tom Loozen 2 Operating from the middle of the digital economy: Integrated Digital Service
More informationAchieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign
Achieving high performance with Accenture s on-demand solution for the chemical industry Driving business performance with SAP Business ByDesign 2 Accenture helps small to mid-size companies and subsidiaries
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationRight Time Revenue Optimization
More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing
More informationIs it time to upgrade to an easy-to-use, customer-centric policy system?
Duck Creek Policy Is it time to upgrade to an easy-to-use, customer-centric policy system? To serve your customers at speed and scale, you need a broad, flexible policy system. Our proven software enables
More informationThe digital revolution
The game has changed Chief sales officers (CSOs) have always faced an uphill battle when it comes to growing their revenues and, more importantly, profitable growth. That s because shareholder demands,
More informationORACLE SALES ANALYTICS
ORACLE SALES ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Analyze pipeline opportunities to determine actions required to meet sales targets Determine which products and customer segments generate
More informationDEVOPS: INNOVATIVE ENGINEERING PRACTICES FOR CONTINUOUS SOFTWARE DELIVERY
Accenture Architecture Services DEVOPS: INNOVATIVE ENGINEERING PRACTICES FOR CONTINUOUS SOFTWARE DELIVERY Development Operations WHAT IS DEVOPS? IT delivery supporting the new pace of business Over the
More informationKEY BENEFITS OF CONTACT CENTER AUTOMATION
VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated
More informationMeet & Exceed Rising Customer Expectations
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
More informationwhen it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM
What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer
More informationAccenture Interactive Joint Point of View with Adobe. Making it Relevant Optimizing the Digital Marketing Experience
Accenture Interactive Joint Point of View with Adobe Making it Relevant Optimizing the Digital Marketing Experience Making it Relevant Optimizing the Digital Marketing Experience Digital is no longer a
More informationCRM in Insurance: New Opportunities in the Digital Age
CRM in Insurance: New Opportunities in the Digital Age Author: Mark Breading, SMA Partner Published Date: September, 2015 This sponsored white paper is based on SMA s ongoing research on the CRM and the
More informationCustomer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart
Customer Relationship Management for Chemicals Using segmentation as a catalyst to become customer smart Building leaner, more cost-effective businesses has become standard industry practice for chemical
More informationTechnology Consulting. Infrastructure Consulting: Network Technology
Technology Consulting Infrastructure Consulting: Network Technology Page Heading Network Technology: Enabling high performance Page Sub Title through greater efficiency and agility Today s market can be
More informationCRM and KM integration: its time has come
WHITE PAPER CRM and KM integration: its time has come An integrated look at the functions of CRM and Knowledge Management today s business environment INTRODUCTION Until very recently, customer relationship
More informationTransform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool
Transform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool In today s world of fastchanging customer dynamics, companies that fail to enhance their
More informationSALES EXECUTION TRENDS 2014
SALES EXECUTION TRENDS 2014 Dec 2013 Top Objectives & Challenges Facing Sales Leaders As organizations shift from maintenance mode to growth mode, and from enablement to execution, sales leaders must have
More informationData Management Emerging Trends. Sourabh Mukherjee Data Management Practice Head, India Accenture
Data Management Emerging Trends Sourabh Mukherjee Data Management Practice Head, India Accenture Data has always been an important asset for companies as it is the basis for making business decisions.
More informationAccenture NewsPage Distributor Management System: The engine behind your business
Accenture NewsPage Distributor Management System: The engine behind your business 2 Understanding the market The emerging markets are large and complex with thousands of distributors, millions of outlets,
More informationCRM. Know your business. Grow your business.
CRM Know your business. Grow your business. Welcome to Sage CRM Sage CRM is an affordable, adaptable and easy to use CRM solution designed with the needs of small and medium sized companies at its core.
More informationCreating a supply chain control tower in the high-tech industry
Creating a supply chain control tower in the high-tech industry Creating a supply chain control tower in the high-tech industry A supply chain control tower gives high-tech leaders the ability to create
More informationAn Accenture Point of View. Oracle Exalytics brings speed and unparalleled flexibility to business analytics
An Accenture Point of View Oracle Exalytics brings speed and unparalleled flexibility to business analytics Keep your competitive edge with analytics When it comes to working smarter, organizations that
More informationTransforming Trading Operations. Using Analytics to Drive Trading Strategy
Transforming Trading Operations Using Analytics to Drive Trading Strategy 2 The term analytics seems to be everywhere these days across every industry and in just about every facet of technology. Commodity
More informationSOLUTION WHITE PAPER. Remedyforce Powerful Platform
SOLUTION WHITE PAPER Remedyforce Powerful Platform INTRODUCTION Any type of service desk needs a powerful technology platform to support their customers. However, several challenges arise when attempting
More informationSage 300 ERP 2014 Get more done.
Sage 300 ERP 2014 Get more done. Get more done by connecting your business, providing a better customer experience, and increasing revenue. New web and mobile functionality: driving better customer experiences
More informationEnhancing productivity. Enabling success. Sage CRM
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationThe Case for an External Digital Strategy For Payers
The Case for an External Digital Strategy For Payers As consumers flock to payers that create a more consumercentric experience, the payers that invest early and heavily in external digital assets will
More informationAccenture NewsPage Sales Force Automation: Empower your people
Accenture NewsPage Sales Force Automation: Empower your people 2 Understanding the market Your people are your most important business asset. But, with hundreds of staff, serving thousands of small retailers,
More informationUS ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS
US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution
More informationIs it Time to Modernize Your Service Desk?
THOUGHT LEADERSHIP WHITE PAPER Is it Time to Modernize Your Service Desk? By Michele McFadden, Senior Director of Product Management, BMC Software When you pick a program to record on your DVR, purchase
More informationThe Digital Insurer. The insurance industry has entered the digital age. Find out how you can stand out as a digital insurer.
The Digital Insurer The insurance industry has entered the digital age. Find out how you can stand out as a digital insurer. Why now is the time for digital insurance Customer needs, expectations and technology
More informationYour Customer Is In Control
Your Customer Is In Control A majority (74%) of buyers research their work purchases online (Forrester) The average deal has over 8 decision makers, a 43% increase from 3 years ago (IDC) Source: September
More informationDrive revenue with sales enablement apps
Drive revenue with sales enablement apps Increasing business impact through mobile sales enablement Table of contents 2 Digital Publishing Suite for sales enablement 3 Use engaging sales apps to clinch
More informationDeveloping an IT agenda to position the business for the future
IT Strategy Developing an IT agenda to position the business for the future IT leaders are accustomed to the balancing act between evolving business needs and demands to squeeze more value out of limited
More informationConvergence, personalization and high quality: Accenture helps Telecom Italia consolidate multimedia services to deliver a seamless customer
Convergence, personalization and high quality: Accenture helps Telecom Italia consolidate multimedia services to deliver a seamless customer experience Leading the telecommunication, media and entertainment
More informationDramatically increase sales productivity Sales analytics and mobile enablement solutions.
Dramatically increase sales productivity Sales analytics and mobile enablement solutions. Bring your sales data to life Sales Force Automation (SFA) and Customer Relationship Management (CRM) tools, such
More informationImproving customer satisfaction and operational efficiencies with a proven portal solution.
Portal solutions for the insurance industry Executive brief November 2005 Improving customer satisfaction and operational efficiencies with a proven portal solution. Page 2 Contents 2 Executive summary
More informationCustomer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high
More informationAUTOMOTIVE AND SERVICE PARTS
TURBOCHARGE PROFITS IN A COMPETITIVE INDUSTRY Unlock Your Data Unleash Your Sales Photo by Norbert Aepli, Switzerland. Exciting new technologies bring greater complexity to the Automotive and Service Parts
More informationOracle Retail Customer Engagement Cloud Services
OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue
More informationHow successful is your campaign and promotion management? Towards best-practice campaign management strategies
How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending
More information