Tuesday evening I was crossing the golf course at dusk after hiking in the adjacent open space. One second WUMB was streaming from the 3+ year old iPhone 4 tucked in my jacket pocket and the next there was only the sound of snow crunching beneath my boots. I reached for my phone and discovered that the pocket was unzipped. I clicked on my headlamp and searched the powdery snow in the gathering darkness. Not a trace.
I had been pick-pocketed by a Yeti!
Expectations Exceeded Without Begging
The next day, Wednesday, I didn't feel naked without my smartphone but I'll admit it felt a bit like walking around in my boxers. So at about noon, I logged into the AT&T Premier Business store via our self service procurement app and completed my iPhone 6 order in about 3 minutes. 5 minutes later I received an alert that my manager in England, 4,600 miles away had approved the order. I figured I'd let the process run its course and call first thing Thursday to open an AT&T live chat window and throw myself at their mercy to expedite my order.
Meanwhile, unbeknownst to me, here's what was transpiring behind the scenes:
I found this out first thing Thursday morning when I saw the email notification. No, a drone didn’t drop the package on the deck of my mountain home at 9:15 a.m. but at 2:34 p.m. the FedEx driver backed down my icy driveway, tossed my rez dog a biscuit, and handed me my new phone.
I was delighted, especially considering it takes four days to get a plumber to show. But I shared this story with co-workers on our internal social network and pretty much got cyber yawns in response. After all, as they pointed out, my experience was simply proper execution of a role based, rules driven, and standard procurement process made possible by enabling technologies.
Oracle customers do this kind of stuff all the time.
Digital Transformation and Modern Best Practice
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Companies, big and small, that are embracing digital transformation and adopting Modern Best Practice have the power to make “magic’ look commonplace.
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