Did you know that every customer service person does their job the exact same way in every business organization? And did you know that every business organization cares about the exact same metrics? I hope not, because both those things couldn’t be farther from the truth. And if there are different needs and approaches in different enterprises, it stands to reason technology platforms must become increasingly customizable.
Oracle Social Cloud sees that coming and is doing something about it, at least in terms of social media management. Today we introduce Social Station, a customizable user experience workspace within the Oracle Social Relationship Management (SRM) platform.
We think a lot about customer-centricity and customer experience around here, and we know our own customers are ready to start moving forward in being able to set up their work environments in the ways that work best for them. That kind of thing increases productivity, helps deliver on social objectives faster, and generally just makes life more pleasant.
A recent IDG Enterprise report says that enterprises currently investing in more consumerized, easy-to-use technologies experience a 56% increase in employee productivity and a 46% increase in customer satisfaction. Imagine that. When you make it easier and more pleasant for employees to help customers, more customers get helped and everyone ends up happier.
So what does this Social Station do and what does it mean, exactly? It’s an innovative move to take some pretty high-end tech (take a bow developers) and simplify it, making things more intuitive:
Oracle Social Cloud Group VP Meg Bear says, “Consumers today have high expectations of their technology application capabilities and usability, and those expectations don’t stop when they enter their workplaces.” In other words, internal enterprise technology platforms must reflect the personalization and customization being called for in consumer products and marketing.
“One size fits all” is becoming an endangered concept.