Cloud Speed Means Failing Fast, Failing Forward to Win the Race
By Tuula Fai on Apr 05, 2013
If you have not been to Oracle CloudWorld yet, you must go. No other event brings together so many SaaS experts, from Oracle business and development executives to global customers and thought leaders.
A perfect example is CloudWorld Mumbai where 1,491 participants converged to hear keynotes by Alan Lapofsky of Constellation Research talk about how social in changing the way we do business and Sandeep Mathur, Managing Director of Oracle India detail Oracle’s cloud strategy across applications and technologies. Participants then attended sessions in six different Cloud tracks:
Sales and Marketing
Customer Service and Support
Human Capital Management
Finance and Operations.
I attended the Service and Support track featuring a panel discussion with Oracle customer Make My Trip and its Chief Innovation Officer, Rajnish Kapur. Make My Trip is India’s largest online travel company with 5 million customers and $200 million in annual revenue.
Kapur talked about how he uses Oracle Service Cloud (RightNow) to thread his organization’s silos together to maintain a single conversation with customers as they move across channels—and how this seamless customer dialogue has led to a significant increase in Net Promoter Score and market value.
Venky Vijay, CEO of Oracle implementation partner Virtuos, pointed out that Make My Trip’s market value has more than doubled since it began using Oracle Service Cloud to enhance its customer experience. During that same time, the market value of Make My Trip’s closest competitor dropped, supporting Forrester’s finding that Customer Experience leaders outperform laggards by 3:1.
David Vap, Group Vice President, Oracle Applications and Kapur agreed that the ability to “fail fast and fail forward” is a key advantage of cloud solutions. They enable companies to try things quickly and keep iterating until they get it right.
Kapur recently launched a My Feedback section on Make My Trip’s website that enables customers to check the status of their support requests, reopen cases and provide suggestions. The section is so popular, it already has 83% usage. As Panel moderator Michel Van Woudenberg, Oracle Vice President, CRM, Asia-Pacific said, “Now that’s succeeding fast and forward!” And that’s what Oracle Cloud solutions can do for your business.