Deloitte Digital introduces new customer service transformation offering
Deloitte Digital integrates industry experience with SAP® solutions and Sprinklr in preconfigured, pretested solution to help speed time to market.
Deloitte Digital introduced today a new preconfigured, pretested cloud-based customer service transformation offering designed to provide service firms with a more targeted way to engage with their customers.
The new Deloitte Digital solution helps combine software from SAP® solutions for customer engagement, the SAP Cloud for service solution, the SAP hybris® Commerce solution and the SAP Jam™ social software platform, as well as software from Sprinklr.
“Customers need to be heard, understood and appreciated, as maintaining their loyalty to the brand should lie at the core of any business interaction,” said Scott Mager, principal, Deloitte Consulting LLP and US Customer Engagement & Commerce leader for Deloitte Digital. “By offering a solution that helps keep companies better informed of customer needs, this new platform can create an opportunity for organizations to drive their customer service into the digital era.”
As more and more customer interactions are fielded in a digital world, companies need effective, in-the-moment solutions to engage with their customers while maintaining a cohesive approach to customer service. Deloitte Digital’s new customer service transformation offering combines digital channel listening tools with the core systems that support customer service.
“We are pleased to be working with Deloitte Digital on bringing a unique customer service offering to market that easily blends e-commerce with service and social customer engagement,” said Volker Hildebrand, global VP of CEC Solution Strategy for SAP. “Deloitte’s deep industry and customer service domain expertise, coupled with technology from SAP, will help customers effectively transform their businesses.”
“Sprinklr is proud to be part of Deloitte’s new digital customer service transformation offering, and we look forward to continuing to help enterprise brands create, manage and deliver valuable experiences across social channels, websites and devices,” added Ragy Thomas, founder and CEO of Sprinklr.
Organizations will now be able to listen to customer feedback or calls for help no matter where they are made, match those customers to their accounts or products, and respond in a timely fashion. The system supports the logging of client issues, searching a knowledge database and assigning field technicians to the issues. Additionally, field technicians can manage and resolve issues on-site with mobile capabilities.
The Deloitte Digital offering supports rapid deployment by using a set of deliverables to facilitate rollout in less time compared with traditional implementations. The preconfigured solution includes training tools and materials designed to help brands introduce the offering to their workforces, minimizing the learning curve.
Deloitte Digital incorporated into the offering its industry-specific knowledge and insights from working with consumer products, medical and life sciences, and wholesale distribution companies, as well as its background working with service organizations.
The solution is designed to provide three benefits to organizations:
- Enabling companies to maintain a better understanding of a customer’s needs over the lifetime of their service relationship;
- Supporting better management of customer interaction history; and
- Offering in-the-field solutions for on-site technicians and elevating the overall customer experience with more informed, engaged, committed, and timely responses.
Source: Deloitte
