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The last decade has
seen significant business change in Financial Services,
Telecommunications and Retail organisations as they grew
through acquisitions and mergers aimed at growing customer
numbers through product diversification. Most organisations
have invested significantly in Customer Relationship
Management (CRM) initiatives aimed at further harvesting the
customer value through cross-sell and on-sell initiatives.
Many such organisations have also started distinguishing
between assisted
and unassisted
sales and service channels and, have started leveraging the
Internet an unassisted service delivery channel.
For most organisations, call
centres and contact centres have been the primary channel for
assisted service delivery. These traditional service delivery
channels have felt most of the growing pains as organisations
moved from servicing a handful of products to servicing a wide
range of products to even a wider range or
customers.
Most call
centre representatives (CSRs) are faced with having to use
multiple systems / applications to service a single customer
inquiry and having to re-key information into these multiple
systems / applications. The end result being longer service
times which in turn results in poor customer experience.
Furthermore, the data quality issues resulting from multiple
entry, often hinders the proper analysis of customer
value.
What
Business problems can AppCentral address?
-
From silo
to shared services – as organisations grow through
acquisitions and mergers, broadening the customer and the
product base, there is a need to service the customers and
products in a consistent way, aimed at harvesting customer
value. However, the existing sales and service front-end
applications are silo based.
-
Multiple
call centres and multiple applications – these organisations
often find themselves servicing customers through multiple
call centres, specialising in various product groups and
related systems / applications.
-
Too many
applications and too much re-keying – more often than not,
call centre representatives are faced with having to use
multiple applications to service the same customer and,
having to re-key the same information in to multiple
applications. This results in longer service times and
costs.
-
Multiple
logins – the call centre representatives are required to
login to multiple applications when servicing a single
customer, thus adding to the servicing time and
cost.
-
Bing bang
is too risky – whilst an obvious solution to the problems
outlined here, is to develop a new sales / servicing
front-end application, this big bang approach is both costly
and risky.
AppCentral
value proposition
-
Simplify servicing – Imaging
a simplified environment where the CSR can use a single
application to service all customers and products and didn’t
have to re-key data in to multiple
applications…
-
Reduce time-to-market –
imagine being able to combine your existing sales and
servicing application front-ends into a new application that
can be used service all your existing and new product
offerings…
-
Reduce risk & cost –
Imagine being able to leverage your existing investment in
technology thus reducing the risk and cost associated with
new application development…
-
Simplify training – Imagine a
single common front-end application for all your call centre
representatives, to service multiple channel / product
offerings…
Welcome to AppCentral!!
How does
AppCentral address these Business problems?
-
AppCentral is a Composite
Application Framework that can be used to combine existing
(e.g. call centre servicing applications) or newly developed
applications in to more manageable (single) application
environment known as a Portal, with a
minimum amount of development effort.
-
The
AppCentral technology is best suited for Sales and Servicing
Applications (e.g. bank teller, call centre, mobile sales
force etc.), where multiple services (service applications)
must be aggregated / combined to form composite
applications.
-
The
AppCentral Framework simplifies the complex application
development tasks by seamlessly integrating pre-built
application components to assemble new
applications.
If you would like to know more about AppCentral and
how it can help your organisation, please
contact us.
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