The Need to Quickly Adapt to Changing Business Models
Business models continually evolve as companies react to changes both small and large, and they reposition to avoid emerging risks and seize opportunities.
Shifting balance of power towards customers - Companies are losing control of the customer relationships, resulting in higher customer churn and lost revenues.
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cmPlify empowers the customer service and support organizations to orchestrate the customer experience journey across multiple channels to drive customer satisfaction, retention and engagement.
Lack of consistent and visible collaboration across service channels and supply chain increases frustration and disjointed customer experience and results in increased processing costs and loss of customer satisfaction.
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Customers today expect brands to deliver better connected customer service and experience on multiple channels.
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cmPlify enables durable goods manufacturers to collaborate across the service value chain including distributors, dealers, retailers, service network and suppliers in real time to deliver better service and support to the customers on any channel of their choice.
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cmPlify connects all parties to share applications, data, communication and information resources in the cloud to keep customers happy and satisfied.
Reverse logistics and spare parts management and supplier recovery have become an increasing part of the operational supply chain
Scheduling and empowering resources, managing
service parts, reverse logistics and administering warranties and SLAs are
complex, costly challenges
The world is demanding new outcome-based revenue models.
As the industry moves toward outcome-based revenue models, cmPlify software provides a robust end-to-end integrated and unified-customer experience journeys across the supply chain to enable an automated and optimized operation.
Conventional revenue streams for product-based, business-to-consumer and business-to-business focused organizations are increasingly challenged.
Several changes are driving a
move towards new, more sustainable service models.
1. Growth of services: Services
and maintenance are supplanting product sales as profit drivers, with customers
increasingly buying ‘outcomes’, like guaranteed uptime, requiring precise SLA
management and predictive service capabilities.
2. Managing complex operations:
The growing number and complexity of machines, parts and sensors, which are
increasingly internet- connected, open up new maintenance models and IoT driven
service processes.
3. Ever increasing customer
expectations: Highly mobilized customers now expect to communicate
and interact using the devices and channels they prefer, driving demand for
self- service capabilities and omni-channel customer engagement.
4. Shift towards AI-driven predictive
service and maintenance: When remotely connected IoT assets stream
real time data, organizations can model and predict issues. Condition-based
preventive servicing reduces costly break/fix service visits, cuts miles
traveled and significantly reduces the risk of downtime due to failure.
5. Optimizing resource utilization to
reduce costs: As customers demand even higher levels of
service, enhancing scheduling efficiency to get the right people to the right
places with the right parts is paramount to contain costs.