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Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

Understanding Digital Transformation and How to Start the Journey:

Understanding Digital Transformation and How to Start the Journey: In short, digital transformation involves using new technologies to improve existing processes and products. Digital transformation aims to change the way organizations use technology, people, and process to create new business models and new revenues streams. In order to be successful in this new world, you need to change your mindset and approach. Think about how you would work differently than you are now. Focus as much on what you do well instead of focusing on what you don't do well. It’s time for you to think differently. IT leaders reprioritize strategies and adopt new technologies to transform their businesses. Digital transformation marks a rethinking of how an organization uses technology, people, and processes in pursuit of new business models and new revenue streams, driven by changes in customer expectations around products and services. The goal is to become more agile, efficient, and effective at responding to changing market conditions. Companies embrace digital transformation by building software systems—including customer relationship management (CRM), enterprise resource planning (ERP), and data orchestration systems —that enable them to offer new services and enrich existing services. As companies embrace these new technologies, they're creating innovative solutions for their business challenges. The most common type of digital transformation involves the adoption of new information technology (IT) platforms and applications to improve operational efficiency and enhance user experience. This may involve replacing legacy ERP or CRM systems with newer, cloud-based systems, or consolidating multiple systems into a unified desktop application. Companies can also leverage new IT capabilities to provide better customer service through automations, self-service options, or other innovations. In addition, digital transformation often includes the development of new business models based on new technologies. For example, online retailers have adopted omnichannel retailing, which combines traditional brick-and-mortar stores with ecommerce websites. Similarly, financial institutions have developed apps that allow customers to access banking services without leaving their homes.  The traditional phone call is still important, but so are other channels such as text messaging, social media, chat, email, video calls, etc. In fact, according to Forrester Research, nearly half of consumers would rather receive a personal response via text message than over the telephone. The first step towards digital transformation is defining the scope of the initiative. An organization should consider all areas where it could benefit from technological advances. For example, if an organization has been relying solely on its legacy database system, then it may want to evaluate whether or not it makes sense to invest in a cloud-based solution.  Identify the specific goals of the project. These goals will vary depending on the size and complexity of the organization, but there are some common objectives:

Three Simple Steps to Create Business Process Workflows

Follow these 3 easy steps to start building Business Process Workflows that transform and future-proof your organization: Business Process Workflow is the series of steps and procedures that ensure a streamlined work experience where tasks are carried out based on rules or conditions defined by an organization. By following a designated set of steps, business process workflows can help most businesses reach the desired outcome with consistency and unparalleled accuracy.

Moving the Health Care Industry Forward

SpiceCSM is Moving the Health Care Industry Forward SpiceCSM services a multitude of industries including many clients that belong to the health care industry. So, where does SpiceCSM has to offer to the health care industry? Let us dig deeper into how SpiceCSM is helping move the health care industry forward with its exquisite features, and how the health care industry is using Spice to advance its business processes.

What are Guided Processes?

What are SpiceCSM Guided Processes? One of the core premises behind SpiceCSM is to solve the various problems associated with managing and maximizing the ever-growing data and systems of today. SpiceCSM provides intelligent Guided Process Workflows that help orchestrate the data and processes that use them. Guided Process Workflows allow best practices to be conjoined with robust integrations to other systems. This offers the agents all the necessary tools and information to deliver excellent customer service and support.   Let us learn more about the SpiceCSM guided processes and how they can benefit a business.

Integration Suite Spotlight: Video Conference Solutions

Integrated Video Conferencing Solutions SpiceCSM is integrated with most major Video Conference solutions. Regardless of which platform your team meets on, they can access their calendar, start or manage meetings, and more using the SpiceCSM Customer Engagement Hub.  Supported Video Conferencing solutions include, but are not limited to: Zoom, GoToMeeting, Microsoft Teams, Webex, and Google Meet

Navigating the Modern Complexities of Compliance

What Is Compliance? Compliance involves taking steps to ensure the company and its staff are acting in accordance with all internal policies and rules as well as external laws and regulations relating to your industry.  Now, let’s shed some light on why compliance is so important and why having the right tools can help manage the complexities associated with those efforts.

Reduced Training: The Unexpected Benefits of a Unified User Interface

Workplace productivity is a significant concern in today’s competitive economy. To stay efficient and ensure profitability, companies need to do more with less—especially regarding time and money. One way to do this is by reducing the amount of time and money spent on training employees.

The Citizen Architect Persona

We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

Trending: Phased Deployments

At SpiceCSM we have noticed a growing trend in deployment methodologies used when implementing a client's solution. When working with clients who have many overarching project goals or other unique complexities involved, we have seen many of them turn to a phased “crawl, walk, run” approach to maximize their returns and make the deployment work more seamlessly.  The concept applied here simply means that by offering an incremental approach to deploying a project or use case we try to avoid being so far sighted that it prevents progress towards a more immediately usable solution.  Instead, by focusing on and solving “micro-projects”, the synergy of those projects being completed in a more timely manner can have as big if not a bigger impact on the organization than one large project done in the same amount of time.  

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