In the old view, a Customer Relationship Management (CRM) system was used to house data about customers that could be tapped by sales and service organizations to support their efforts. Other systems—with varying degrees of connectivity and access—might house other customer data relating to things like credit terms, orders in-production, contracts, etc.
While some technologically advanced enterprises have tied more of these data sources directly to their customer-facing teams, there is still opportunity for radical improvements in transparency and access—with the aim of improved customer service and satisfaction.
The value of a Unified Service Management Platform
The concept of a single view into the enterprise has existed for some time, but remains something of a stretch goal for most B2B companies who face challenges such as growth through M&A (thereby inheriting disparate IT solutions), large or multi-national companies whose sprawling operations remain siloed, multi-brand/product companies, etc.
Fortunately, for forward-thinking service organizations, there are technology platforms that can—today—provide needed connectivity and visibility into a Service organization (and many of its adjacent systems) in a comprehensive manner.
Visibility and access—without an ERP overhaul
Vivantio's FLEXBridge integration platform offers users a single, shared back-end architecture and consistent user interface across all integrations— while providing centralized reporting and management. FLEXBridge opens up the Vivantio platform to meet future integration possibilities with other vendors—and customer solutions, whether cloud-based on on-premises.
This type of solution can help your team
- better address all use cases
- track and report on the KPIs essential to improved service
- tailor service provision at the individual customer level
This isn't just for consumer-driven businessesTop consultants are pointing out how companies such as Amazon, Apple, and Uber “continuously reinvent themselves by delivering simple, immediate, and individualized experiences.”
Today, these consultants suggest that “even traditional business-to-business players in sectors such as chemicals and steel [need to make] bold moves to build dynamic shared digital ecosystems around customer needs.”
Several ways to leverage an "über API" to optimize your customer service
There are several ways a Vivantio/FLEXBridge solution can quickly integrate your solutions—both cloud-based and on-premises tools. Here are three examples:
To learn more or request a live demo, click here.