Part 4 of 6: The Art of Easy: Moving at the Speed of Easy by Chris Omland
By Tuula Fai on Apr 18, 2014
The speed of change IS the speed of Easy. To meet the demands of what it takes to exceed your customers' expectations, you have to be like Superman -- "Faster than a speeding bullet! More powerful than a locomotive! Able to leap tall buildings at a single bound!" The velocity of easy isn't stopping or slowing down; catching up isn't going to be good enough.
The real question is, “How do you move ahead of the speed of easy?” You can’t see into the future, but you can be ready for constant, fast moving change. Agility starts from the ground up, as the foundation will ultimately dictate your ability to change—the degrees of what can change and the speed that change can be applied.
So under your shirt, do you have an “S”? Do you have a platform that has the tools to enable agile innovation of customer and agent experiences, the extensibility and integration options to meet the unique needs of every business and customer, and the proven reliability and security demanded by today’s modern customers? To get ahead, you need to stick an “S” on it.
Here are 5 Platform Super Powers that you need to consider to move at the speed of easy:
- Be Agile
- Be Unique
- Have ONE Master
- Own Your Schedule
- Prove Reliability
#1 Be “Agile”: Meaning “create, deliver, and fix stuff… fast, right?” It does if that is what the business demands of you to meet the expectations of your customers. Don't deliver to scope, to scale, and on time, and you fail at serving the business and customer needs. No pressure, right? And certainly not easy, especially with a spaghetti foundation, whose complexity has been matured over time. The answer for most businesses is not “rip it out and rebuild”, even if the new CIO says that's what is needed.
Modern Customer Service requires you to develop, test, deploy, maintain, measure, and refine processes that help differentiate customer service experiences when they are needed most. So “agile innovation” is really about your ability to establish a foundational layer that allows you to effectively deliver at the speed of change. To do that, you need a platform that is purpose built with the tools, designers, analytics and operations that overlay all that complexity to make it easy again.
#2 Your Footprint Is Unique – Respect it!: Lets face it, your business is unique, which means you must interact with your customers in a unique way, too. You have unique systems, which are an essential part of your business processes—and your environment is constantly changing.
This means you need solutions that can work with your unique footprint. Solutions that can integrate seamlessly into your environment and processes—and are not just bolted on. These solutions need to work with, not replace, your existing systems. They need to work on your schedule, giving you flexibility in your upgrades. They need to provide you with the ability to tailor the solution through configuration, not code. And for those times when you need to go beyond the configuration options, you need open and standards-based APIs that your developers, existing solutions, and tooling can work with on day one without learning proprietary languages and protocols.
#3 Have ONE Master: Your business already has customer data, product data, processes, and systems that you use every day. The trick is not to duplicate and reconcile later. Not to create another silo.
Working with existing systems can mean synchronizing data, loading data in real-time, integrating functionality to create a unified business process, or bringing together user interfaces. The requirements and implementation will be different for every business, but what is common is the need to bring systems together to meet customer needs and the support processes you have to deliver on those needs.
#4 Own Your Schedule: You set your plans according to your business needs, because only you know when you business is ready to make changes in your solutions. You know when your support request volumes will be at a low point, when you can retrain agents, and when you can deploy new functionality. Why should any vendor tell you when you should upgrade your solution? And if you have more than one Cloud Vendor, how do you juggle all of the timing conflicts and disruptive schedules?
Consolidate, standardize and have the freedom to set your own schedule. You did it with your on-premise solutions, so why shouldn't you expect the same from your Cloud solutions? Especially with solutions that support your most critical asset—your customers!
#5 Don't TRUST It - Prove It: In the end, Modern Customer Service is about an experience and a relationship you develop with your customers. All great relationships are built upon one fundamental concept—trust. Trust means reliability, performance, and availability. Trust is not established and left alone. It’s earned, it’s proven, and it’s continually put to the test. Your customers are trusting you to protect the relationship they have with your brand. That means you have to be always available, responsive, and secure.
To build, prove, and protect this trust with your customer, you need a solution that offers you the same level of trust. It’s easy to say a solution is proven, secure, and can deliver on your customer expectations. But, it’s another to have proven it through reference customer examples, reference implementations, the highest level of security and compliance accreditations, and a global enterprise network with 24x7.
Put an ‘S’ under your shirt and transform to Modern Customer Service. Start with a platform that enables agile innovation, respects your unique needs, and has proven reliability to help you protect your customer relationships. Learn why not all Clouds are equal. The Oracle Service Cloud platform is built from the ground up to help your business move at the speed of easy.