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”
Here are 5 Platform Super Powers that you need to consider to
move at the speed of easy:
#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
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
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.