There's an elephant in many boardrooms: Is our operational model good enough to beat digital-native, platform-based competitors? What does “platform” even mean? Is it seamless user experiences from a unified technology stack rolled out globally? Partner marketplaces and the API economy? A modern organizational approach that combines all of these things?
As consumers, when using platform-based services such as Netflix, Uber, or Amazon, it's almost impossible to know whether the next click was enabled by a 'front-office', 'back-office' or industry-specific 'mid-office' application. And we simply don’t care—our experience is all that matters.
But as professionals, we need to understand everything about platform-based business models to stay relevant. How competitive is our own digital experience from front office to back office? How could we merge the silos into one operational platform if necessary?
According to IDC analysts, early in the pandemic, many organizations were forced to “come to terms with the fact that digital innovation is a strategic imperative.” In a period of such disruption, “timeframes for adopting innovative cloud-enabled technologies [were] compressed,” and many leaders recognized the need to consider a new generation of SaaS and cloud business applications.
The result: A mass movement toward platform-based, technology-driven business models that fuse the traditionally separate areas of ERP, SCM, HCM, and CX to provide better experiences for employees and customers alike.
Watch Oracle Chairman and CTO Larry Ellison and EVP of Oracle Advertising and CX Rob Tarkoff discuss the importance of front- and back-office fusion for CX:
The market-changing business benefits of a platform-centric digital transformation include being able to:
1. Create superior customer experiences with digitized back-office processes that seamlessly span departments, systems, and regions.
2. Eliminate the cost, complexity, and security risks of too many point solutions.
3. Create highly adaptable environments to meet the changing needs of customers and the widely distributed workforce.
4. Simplify integration and unify workflows and business processes across technology solutions.
5. Make data the central element of your internal and external ecosystem.
At Oracle, many of our customer examples tell the same story. Broadcom, after spending $30 billion on acquisitions and adopting a new business model, needed help managing a massive increase in customers. Their existing customer relationship management process was completely overwhelmed, so they needed a global platform solution and fast.
Broadcom selected Oracle Sales, Oracle Configure, Price, Quote, and Oracle DataFox Data Management to address the problem. They were able to deliver Oracle Sales and Oracle Configure, Price, Quote to 700 users across eight countries, all on schedule and without disrupting sales.
Hear more about the success of the Broadcom and Oracle partnership in this brief video.
Additionally, to maintain the dominance of their Toughbook brand in Europe, Panasonic Business needed a more integrated approach to its marketing, sales, and customer service efforts. They implemented Oracle’s CX suite to consolidate four separate CRM systems, improving efficiency and making it easier for company executives to understand sales operations and successes.
The pandemic certainly accelerated the need to transform. Today, enterprise organizations need to be more agile, robust, and resilient than ever. Many Oracle customers have undergone this transformation, creating value by combining ERP, SCM, and/or HCM with CX through Oracle Fusion Cloud Applications.
Oracle has the most comprehensive set of SaaS applications for every aspect of your business, with the most advanced global cloud infrastructure on the market today.
To find out how fusing ERP, SCM, and CX could benefit your business, contact our Fusion Cloud Applications experts for a free consultation. Just ask for #fusion via chat.
To learn more about how Oracle is leading the way in digital transformation, read the full IDC report.
Harald Behnke joined Oracle to support cloud transformation in various leadership roles from product management to industry solutions. Today he leads strategic business development for Oracle CX Industry applications with a focus on co-innovating next-gen customer experiences with product development, customers, partners, and industry experts. Before joining Oracle, Harald co-founded two cloud startups as CEO, led mobile data innovation in corporate telco, and headed a leading digital agency. Get connected via linkedin.com/in/haraldbehnke.