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Expert Advice for High-Growth Businesses

  • January 21, 2015

A Lost iPhone & Digital Transformation

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.

My FedEx HeroI 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

Both AT&T and FedEx are long time Oracle customers who continually refine and update their processes and leverage enabling technologies to maintain leadership in highly competitive industries.

Companies, big and small, that are embracing digital transformation and adopting Modern Best Practice have the power to make “magic’ look commonplace.

Learn more about Modern Best Practice and how Oracle can help your company transform in order to delight your customers.

 

 

 

 

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